Customer Support Specialist (Shift)
- Bangsar, Kuala Lumpur
- Permanent
- Full-time
- Strong troubleshooting skills with a proven ability to solve complex problems.
- Candidates must possess at least SPM
- Fluent in English and Bahasa Malaysia; Mandarin is a plus.
- Fresh graduate are welcome to apply
- Experience managing multiple products.
- Proficiency in Structured Query Language (SQL) and advanced Excel for data analysis.
- Excellent communication skills, both written and verbal.
- Knowledge of telecommunications and remittance services is a plus.
- Team player with the ability to work independently.
- Strong critical thinking and customer-focused mindset.
- Experience with Zendesk or Slack preferred.
- Previous customer support experience or client service experience required.
- Ability to multitask, prioritize, and manage time effectively.
- Background in Telco or Remittance industry preferred but not essential.
- Excellent communication, problem-solving, and multitasking skills.
- Punctual and reliable with basic computer skills (MS Office).
- Able to work shifts, including public holidays, as per roster.
- Provide top-notch support for International Balance Transfers (GloTransfer) and Cross Border Payments (GloRemit).
- Handle customer inquiries and issues via email, phone, and live chat.
- Diagnose and resolve technical problems related to transactions quickly.
- Offer accurate and complete information to customers.
- Address and resolve customer complaints promptly, providing follow-up.
- Work with cross-functional teams to resolve complex issues.
- Use Structured Query Language (SQL) for data analysis and issue investigation.
- Document customer interactions, including troubleshooting steps and resolutions.
- Stay informed about industry trends and technology to offer proactive support.
- Communicate with suppliers and partners to handle inquiries and check data.
- Notify customers about service disruptions.
- Conduct daily balance checks and reroute products as needed.
- Monitor system performance and back up data regularly.
- Follow procedures and policies for customer support.
- Build positive relationships with customers through exceptional service.
- Company Laptop Provided
- Monthly Team Bonding
- Our Annual Leaves validity is more than 12 months, leaves earned in the current year expires 31 Dec the next year.
- Monthly Enrichment allowance for any courses for personal development or interest (reimbursement basis). Anything that is Learning something new.
- Hospitalization insurance coverage
- Medical claim regardless of number of visit to panel clinics of company appointed medical agency
- Biennual Medical Check Up
- Dental and optical claim per calendar year (prorated-reimbursement basis)
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