Job Description

• This position operates on a hybrid model — daytime shifts are conducted in the office while nighttime shifts are carried out remotely.
• As a Customer Support Representative you will be the first point of contact for customers providing assistance through live chat and email and helping to maintain seamless daily operations and ongoing service enhancements within a dynamic fintech/crypto setting. This position demands attention to detail analytical skills and a genuine passion for financial markets and cryptocurrency products while offering opportunities for learning growth and long-term career advancement.
• With over 3000 team members across various global locations Conectys is one of the rapidly expanding BPOs in the industry offering multilingual outsourcing solutions to clients in sectors such as Fintech Gaming and Entertainment Consumer Electronics Healthcare and more. At Conectys we collaborate to support one another uniting our efforts in the shared goal of driving our customers' success.
• In your role you will:
• 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 the 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

Job Requirements

 What will make you successful for the role:

• Japanese proficiency at close to native level - able to confidently support users on complex, written interactions related to financial and crypto products (reading & typing mandatory)
• Strong command of English, written and spoken
• Preferably 2–4 years of customer service experience, trained in frontline operations (Live Chat & Email)
• Experience working with financial institutions, fintech platforms, trading environments, or crypto‑currency products is a strong advantage
• Educational background in Finance, Economics, Mathematics, Business Administration, or other analytical / STEM‑related fields is preferred
• Strong numerical acumen with attention to detail and comfort working with figures, data, and statistics
• Passion to develop knowledge and a long‑term career in fintech / crypto‑currency trading firms
• Team player, committed and self‑driven, with the ability to respond positively and professionally to user requests
• 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, according to the hybrid model (office location: Regus, 1 Sentral, Level 16, Jalan Stesen Sentral 5, KL Sentral, 50470 Kuala Lumpur, Office No. 1602)
• Legal work authorisation in Malaysia is required

Sounds good? Find out what you can get:

• Exposure to a global crypto‑currency leader, supporting an international user base
• A challenging fintech environment where accuracy, learning, and initiative are encouraged
• Opportunity to develop valuable expertise in crypto‑currency trading platforms and financial products
• International exposure and collaboration with distributed, multicultural teams
• Competitive compensation and benefits aligned with experience and shift patterns
• A growing project where your contribution and expertise are visible
• Developed Learning & Development programs to support your growth

We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical or mental disability, or background.

Skills