Bilingual Customer Support Specialist — English & Mandarin

Global Blue by Shift4; Kuala Lumpur; On-site; MYR 33,000 - 58,000; Full time

Job summary

Global Blue by Shift4 in Kuala Lumpur seeks a Customer Service Representative (English & Mandarin) to assist travellers and retailers with inquiries via phone, email, live chat, and other channels. You will provide accurate information, resolve issues, and maintain high-quality service while meeting KPIs.

You will log interactions using our systems, collaborate with teams, escalate urgent matters, and propose improvements to service workflows.

Qualifications

• High school diploma or equivalent.
• Upper-intermediate English and Mandarin written and spoken.
• Ability to read, write and type in Mandarin with good accuracy.
• Proficiency in Microsoft Office applications.
• Good keyboard and data entry skills.
• Experience using customer interaction and contact logging systems.
• Experience in customer service is an advantage.
• Ability to maintain service levels, quality standards, KPIs, and SLAs.
• Strong knowledge of customer enquiry handling across multiple channels.

Responsibilities

• Respond to customer enquiries via telephone, email, live chat, and other channels in line with SLA and quality standards.
• Provide accurate and complete information to customers and research resources to resolve issues.
• Maintain KPIs and SLAs with timely follow-up on enquiries.
• Keep accurate records of customer interactions using contact logging software.
• Ensure contact logging tools are used to support reporting and analysis.
• Collaborate with team members and internal departments to deliver effective customer support.
• Identify and escalate high-priority issues when required.
• Propose improvements to processes and workflows to enhance service delivery.
• Adhere to scheduled working hours and maintain punctuality.

Skills

Bilingual English/Mandarin

Customer service

Communication skills

Data entry

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM software

Contact logging systems

Job description

Global Blue by Shift4 in Kuala Lumpur seeks a Customer Service Representative (English & Mandarin) to assist travellers and retailers with inquiries via phone, email, live chat, and other channels. You will provide accurate information, resolve issues, and maintain high-quality service while meeting KPIs.

You will log interactions using our systems, collaborate with teams, escalate urgent matters, and propose improvements to service workflows.