Customer Support Officer (Japanese)

Work Model: Fully Remote
Employment Type: B2B Services Agreement or Freelance Contract

About the Role

We are looking for a Japanese-speaking Customer Support Officer to join an international FX/CFD brokerage. In this role, you will support clients throughout their trading journey, from account opening and onboarding to resolving account, platform, and technical queries.

You will work closely with internal teams to ensure a smooth customer experience and contribute to improving client satisfaction and business growth.

Key Responsibilities

• Support clients with trading account opening, maintenance, and onboarding

• Respond to customer enquiries via email, phone, and internal support channels

• Conduct welcome calls and follow up with clients to ensure a high level of customer satisfaction

• Provide guidance on the company’s trading platforms, products, and services

• Handle account, administrative, and back-office related enquiries

• Assist clients with technical issues, including MetaTrader troubleshooting

• Manage customer complaints professionally and ensure effective, timely resolution

• Collaborate with internal departments to resolve customer issues efficiently

• Escalate complex or sensitive cases to the appropriate teams when necessary

• Support selected marketing activities, including campaign translation and event coordination

• Educate clients on product features and platform functionality

• Identify opportunities to improve the customer experience and contribute ideas that support business growth

Requirements

• Native or fluent Japanese, both written and spoken

• Fluent English, minimum B2 level

• University or college degree

• Excellent communication and interpersonal skills

• Good working knowledge of MS Office

• Comfortable working with CRM systems, email platforms, and various computer applications

• Previous experience in customer support and/or working with CRM and support tools

• Ability to work independently while also being an effective team player

• Strong problem-solving skills and the ability to remain calm under pressure

• Ability to manage multiple tasks, meet deadlines, and maintain a high level of attention to detail

What We Offer

• Competitive remuneration based on qualifications and experience

• Fully remote work

• Opportunity to join an international FX/CFD brokerage

• Dynamic and multicultural working environment

• Opportunities for professional development and career growth

• Exposure to international clients, financial markets, and trading technologies

• And many more benefits!