Client Success Specialist (Japanese)

Ovii's Interpretation of the Role

The Client Success Specialist provides Japanese‑language, multi‑channel support to Axi’s traders and partners, handling enquiries, escalations and trade investigations while collaborating across internal teams. The role ensures client satisfaction, retention and contributes insights to product and operational improvements.

Role Snapshot

• Japanese‑language client support
• Multi‑channel assistance
• Fintech‑focused customer service
• Escalation handling
• Trade investigation (layer‑1)
• Cross‑department collaboration
• Shift‑based work schedule

Must-Have Requirements

• Japanese language fluency
• English language fluency
• CRM system proficiency
• Service desk system proficiency
• Problem‑solving ability
• Attention to detail
• Ability to work rotating day and weekend shifts
• customer service experience
• must have appropriate rights and documentation for employment in Malaysia

Nice-to-Have Signals

• Fintech industry experience
• fintech experience
• fintech

Work Setup

• Location: Malaysia, Malaysia
• Work mode: ONSITE
• Remote scope: UNSPECIFIED
• Employment type: Full-Time
• Shift: rotating day shift and weekend shifts

Eligibility Gates

• Work authorization: must have appropriate rights and documentation for employment in Malaysia
• Visa sponsorship: no

Application Requirements

• Assessment mentioned

Not Specified in JD

• Salary range
• Visa sponsorship
• Remote eligibility

What You'll Likely Work On

• Deliver timely, accurate multi‑channel support to standard and premium traders and partners
• Provide guidance and practical insights to aid client retention within approved processes
• Identify trends, share observations and feed insights to product and IT teams for roadmap influence
• Collaborate with internal stakeholders to resolve client issues and support market expansion
• Conduct layer‑1 trade investigations and validations following established procedures
• Handle escalations with clear communication, documentation and resolution within agreed timeframes
• Adhere to CX Charter, internal policies, quality standards and regulatory requirements
• Work rotating day and weekend shifts as required

Good Fit If You Have

• Strong empathy and communication skills in both Japanese and English
• Ability to thrive in a fast‑paced, shift‑based environment
• Interest or experience in fintech or financial services