Bilingual English/Japanese Customer Support Specialist

970 MY11 Global Blue Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

Shift4/Global Blue Malaysia is seeking a Customer Service Representative fluent in English and Japanese to support customers across phone, email, live chat, and other channels. You will provide accurate information, resolve issues efficiently, and maintain high-quality service while meeting targets.

The role requires a high school diploma or equivalent, upper-intermediate English and Japanese, MS Office and data-entry skills, and experience with CRM/contact logging systems.

Qualifications

• High school diploma or equivalent.
• Proficiency in English and Japanese (spoken and written).
• Experience with customer service and multi-channel support.
• Proficiency in MS Office and data entry.
• Familiarity with CRM/contact logging systems.

Responsibilities

• Responding to customer enquiries via telephone, email, live chat, and other communication channels in line with defined SLA and quality standards.
• Providing accurate and complete information to customers and researching available resources to resolve customer issues.
• Maintaining KPIs and SLAs while ensuring timely follow-up on unresolved enquiries.
• Keeping accurate records of customer interactions and contacts using the contact logging software.
• Ensuring contact logging tools are correctly utilised to support reporting and analysis.
• Collaborating with team members, internal departments, and local offices to deliver effective customer support.
• Identifying and escalating high-priority issues when required.
• Proposing improvements to processes and workflows to enhance service delivery.
• Adhering to scheduled working hours and maintaining punctuality.

Skills

English

Japanese

MS Office

Data entry

CRM systems

Education

High school diploma or GED

Tools

CRM systems

Job description

Shift4/Global Blue Malaysia is seeking a Customer Service Representative fluent in English and Japanese to support customers across phone, email, live chat, and other channels. You will provide accurate information, resolve issues efficiently, and maintain high-quality service while meeting targets.

The role requires a high school diploma or equivalent, upper-intermediate English and Japanese, MS Office and data-entry skills, and experience with CRM/contact logging systems.