Customer Service Representative (English and 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 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 & Mandarin), 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 Mandarin language skills, both written and verbal.
• Ability to read, write and type in Mandarin with a good level of 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 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.