Multilingual Customer Support Specialist (English & Japanese)

Shift4; Kuala Lumpur; On-site; MYR 39,000 - 73,000; Full time

Job summary

Shift4's Global Blue by Shift4 is seeking a Customer Service Representative (English & Japanese) to support travelers and retailers across phone, email, live chat, and other channels, delivering accurate information and resolving issues while upholding service standards. You will log interactions, maintain records, meet KPIs, and collaborate with internal teams.

Requirements include upper-intermediate English and Mandarin, ability to read, write and type in Mandarin, plus proficiency with

Qualifications

• High school diploma or equivalent required.
• Upper-intermediate English and Mandarin language skills, both written and verbal.
• Ability to read, write and type in Mandarin with good accuracy.
• Proficiency in Microsoft Office applications.
• Experience using customer interaction and contact logging systems.
• Experience in customer service is an advantage.

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 and research resources to resolve issues.
• Maintain KPIs and SLAs with timely follow-up on unresolved enquiries.
• Keep accurate records of customer interactions using logging software.
• Collaborate with team members and internal departments to deliver effective 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

Customer service

Communication skills

Multichannel support

Data entry

English

Mandarin

Education

High school diploma or GED

Tools

Microsoft Office

Contact logging systems

Job description

Shift4's Global Blue by Shift4 is seeking a Customer Service Representative (English & Japanese) to support travelers and retailers across phone, email, live chat, and other channels, delivering accurate information and resolving issues while upholding service standards. You will log interactions, maintain records, meet KPIs, and collaborate with internal teams.

Requirements include upper-intermediate English and Mandarin, ability to read, write and type in Mandarin, plus proficiency with