Bilingual Customer Support Agent – English & Japanese

Global Blue by Shift4; Kuala Lumpur; On-site; MYR 45,000 - 67,000; Full time

Job summary

Global Blue by Shift4 is seeking a Customer Service Representative (English & Japanese) to support customers across multiple channels, provide accurate information, and resolve issues while meeting service standards. You will be based in Kuala Lumpur and collaborate with a team to ensure a high-quality customer experience.

The role involves handling inquiries via phone, email, live chat, and other channels; maintaining records; working with colleagues to improve service delivery; and

Qualifications

• High school diploma or general education degree, or equivalent experience.
• Upper-intermediate English and Mandarin, written and spoken.
• Proficiency in Microsoft Office applications.
• Experience using customer interaction and contact logging systems.

Responsibilities

• Respond to customer enquiries via telephone, email, live chat, and other channels per SLA.
• Provide accurate information and research resources to resolve issues.
• Maintain KPIs and SLAs with timely follow-ups on unresolved enquiries.
• Keep records of interactions using the contact logging software.
• Ensure logging tools are used to support reporting and analysis.
• Collaborate with team members and internal departments to deliver support.
• Identify and escalate high-priority issues as required.
• Suggest process improvements to enhance service delivery.

Skills

English (upper-intermediate)

Mandarin (spoken & written)

Education

High school diploma or GED

Tools

Microsoft Office

Contact logging software

Job description

Global Blue by Shift4 is seeking a Customer Service Representative (English & Japanese) to support customers across multiple channels, provide accurate information, and resolve issues while meeting service standards. You will be based in Kuala Lumpur and collaborate with a team to ensure a high-quality customer experience.

The role involves handling inquiries via phone, email, live chat, and other channels; maintaining records; working with colleagues to improve service delivery; and