Bilingual Crypto CSR
Job Summary
This role involves providing customer support via live chat and email for a crypto platform in both Japanese and English. You will be responsible for addressing user inquiries, ensuring high-quality service, and maintaining operational efficiency within a fast-paced fintech environment. The position operates on a hybrid model, requiring flexibility with shift work including weekends and public holidays.
Responsibilities
- Manage customer inquiries via chat and email
- Maintain crypto platform operational efficiency
- Provide constructive feedback for management
- Monitor and report potential risks or discrepancies
Required Skills
- Japanese (Native-level)
- English (Professional fluency)
- 2-4 years Customer Service experience
- Fintech/Crypto industry knowledge
- Numerical and analytical skills
Job Details
Responsibilities:
- Assist customers with inquiries through live chat or email in both Japanese and English.
- Deliver an efficient, precise, and high-quality customer service experience.
- Possess comprehensive knowledge of platform products and crypto-market fundamentals while staying updated on general market trends.
- Carefully manage and follow up on inquiries or complaints from existing and potential users.
- Exhibit a strong capacity to grasp customer needs and translate them into constructive feedback and appropriate solutions for management.
- Help maintain smooth frontline operations by reporting discrepancies, potential risks, or unusual circumstances to management promptly.
- Constantly look for ways to improve team performance, work efficiency, and overall operational processes.
Requirements:
- Japanese proficiency at close to native level (reading & typing mandatory for complex financial interactions).
- Strong command of English, written and spoken.
- Preferably 2–4 years of customer service experience in frontline operations (Live Chat & Email).
- Experience with financial institutions, fintech platforms, or crypto-currency products is a strong advantage.
- Educational background in Finance, Economics, Mathematics, Business Administration, or STEM-related fields is preferred.
- Strong numerical acumen with attention to detail.
- Passion to develop a long-term career in fintech/crypto-currency trading.
- Ability to perform 5 days’ shift work, including weekends and public holidays (8am–5pm / 4pm–1am / 12am–9am).
- Willingness to work onsite during day shifts and from home during night shifts.
- Legal work authorisation in Malaysia is required.
Benefits:
- Exposure to a global crypto-currency leader.
- Challenging fintech environment.
- Opportunity to develop expertise in crypto-currency trading and financial products.
- International exposure and collaboration with multicultural teams.
- Competitive compensation and benefits.
- Developed Learning & Development programs.