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!

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Salve.Inno Consulting