Bilingual Customer Support Specialist (EN/JP)

Eigen Development

Kuala Lumpur

On-site

MYR 36,000 - 48,000

Full time

5 days ago

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Job summary

Shift4, a leader in commerce-enabling technology, seeks a Customer Service Representative (English & Japanese) in Kuala Lumpur. You will respond to enquiries across telephone, email, live chat, and other channels, delivering accurate information and resolving issues while meeting service standards.

You will maintain records, collaborate with local offices, meet KPIs, escalate high-priority issues, and suggest process improvements.

Qualifications

High school diploma or equivalent.
Upper-intermediate English and Japanese, written and spoken.
Experience in customer service is preferred.
Ability to multi-task and meet KPIs.
Proficient with MS Office and data entry.

Responsibilities

Respond to customer enquiries via phone, email, live chat, and other channels per SLA.
Provide accurate information and research resources to resolve issues.
Maintain KPIs and SLAs with timely follow-up on unresolved inquiries.
Keep records of interactions using the contact logging software.
Ensure logging tools are used to support reporting and analysis.
Collaborate with team, internal departments, and local offices to deliver support.
Identify and escalate high-priority issues when required.
Propose improvements to processes to enhance service delivery.
Adhere to scheduled working hours and punctuality.