Customer Service Representative

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 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.

About Global Blue: Global Blue by Shift4 is the industry leader in Tax Free Shopping solutions, simplifying the tax refund process for international travellers and driving revenue for retailers through a fully integrated commerce experience. As a business partner for the shopping journey, we seamlessly connect shoppers and brands worldwide, powering over 40 million transactions each year. For more information, please visit globalblue.com and shift4.com.

What you will do.

A glimpse in your role: As a Customer Service Representative (English & Japanese), you will support customers by responding to enquiries across multiple communication channels, providing accurate information, resolving issues efficiently, and ensuring a high-quality customer experience while meeting service standards and operational targets.

Your responsibilities include:

• 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.

Every action has an impact.

You will make a difference here if you are:

• Customer-focused with a strong service orientation and commitment to delivering positive customer experiences.
• An excellent communicator with a professional, pleasant, and respectful approach in both written and verbal interactions.
• Highly organised with strong attention to detail and accuracy.
• A collaborative team player who works effectively with colleagues and stakeholders.
• Resilient and able to perform well under pressure in a fast-paced environment.
• Proactive in identifying issues, suggesting improvements, and following through to resolution.
• Analytical and solution-oriented when handling customer enquiries and challenges.

Key competencies to empower your journey. You'll drive towards success if you have:

• High school diploma or general education degree, or equivalent experience.
• Upper-intermediate English and Japanese language skills, both written and verbal.
• 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 telephone, email, live chat, and other communication channels.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

WELCOME TO THE FUTURE OF COMMERCE

About Shift4 Shift4 (NYSE: FOUR) powers the experience economy, enabling businesses to deliver the moments that matter. Transforming how people shop, dine, stay, and play, Shift4’s commerce technology allows for a seamless experience at any scale. From your neighborhood restaurant to the world’s largest event venues, Shift4 handles billions of transactions annually for hundreds of thousands of businesses around the world. For more information, visit shift4.com.

About Global Blue Global Blue by Shift4 is the industry leader in Tax Free Shopping solutions, simplifying the tax refund process for international travelers and driving revenue for retailers through a fully integrated commerce experience. As a business partner for the shopping journey, we seamlessly connect shoppers and brands worldwide, powering over 40 million transactions each year. For more information, please visit globalblue.com and shift4.com.

A Global Leader in Financial Technology 75+ Countries $300+ Billion Processed Annually 300,000+ Customers 1,200+ Technology Integrations 5+ Billion Annual Transactions 100+ Payment Methods Shift4's experienced senior leadership team helps us push the boundaries of commerce innovation.

Meet the Executive Team Shift4Cares We take corporate social responsibility seriously and strive to make a positive impact on the world around us.

The Shift4 team is committed to making a difference in our local communities through volunteerism and other charitable contributions.

Join Our Team Our people are our greatest asset, and we’re always looking for driven and innovative individuals to join our fast-growing team.