Job Description

This role follows a hybrid model — day shifts are office-based, while night shifts are performed remotely.

As a Chat Support Agent, you will play a key role in delivering an exceptional customer experience for a fast-growing fintech/crypto trading platform. You will be at the frontline of customer interactions, supporting users through live chat and email while helping ensure smooth daily operations and continuous service improvement. And the best part is that you will have space for learning, growing, and building your career.

With over 3000 employees across 11 sites, Conectys is one of the fastest growing BPOs on the market, offering multilingual outsourcing services to customers in the Gaming and Entertainment, Consumer Electronics, Healthcare industries and many more. Here at Conectys we work together to support each other in a common interest, making our customer's success our own success.

Within your role, you will:

•  Assist clients on all inquiries via live chat or email
•  Ensure efficient and excellent customer service experience provided
•  Be well equipped with the Company's platform/product including keeping abreast of general market conditions
•  Diligently and effectively manage and follow up on inquiries/complaints of current/prospective clients
•  Possess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for management
•  Ensure frontline operations are smooth, including flagging out any necessary discrepancy or situational risk to management on time.
•  Continuously seek improvement to enhance team's performance and work efficiency including overall work process

Sounds good? Find out what you can get:

• Innovative Environment: Work in a fast-paced fintech setting where improvement, learning, and initiative are encouraged.
• Career Development: Build valuable expertise in fintech and crypto trading with opportunities for long-term growth.
• Global Exposure: Support an international client base and collaborate with diverse teams.
• Competitive Package: Attractive compensation and benefits aligned with your experience and shift flexibility.
• Fresh start: A new project where your contributions are noticed.
• Developed Learning & Development program 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/mental disability, or background.

Job Requirements

What will make you successful for the role:

Please note that Japanese reading and typing is a must

• Preferably candidates with 1-3 years of customer service experience, trained in frontline operations (Livechat and Email)
• Advantageous for candidates with experience working in financial institutions, fintech, or crypto.
• Someone with sharp acumen and keen eyes with numbers and statistics is ideal for this position.
• Proficient in English & Japanese in communication and writing in order to liaise with dedicated market counterparts
• Possess great passion to develop knowledge and a long-term career in fintech/crypto trading firms
• Team player, who is committed and self-driven, with the ability to respond positively to a client's request for assistance
• Able to perform 5 days' shift work including weekends & Public Holidays (8am-5pm /4pm-1am /12am-9am)
• Legal work authorisation in Malaysia is required
• Willing to work onsite in Cyberjaya and flexible in shifting schedules

Skills