Customer Support Specialist

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Customer Support Specialist with Advanced Troubleshooting Experience in


  • Provide exceptional customer support to clients experiencing issues with International
    Balance Transfer (GloTransfer) and Cross Border Payment (GloRemit) services.
  • Respond to customer inquiries and requests through various communication channels,
    including email, phone calls, and live chat.
  • Monitor, diagnose, and resolve technical issues related to transactions promptly and
  • Ensure the delivery of accurate, valid, and complete information to customers, utilizing
    appropriate methods and tools.
  • Address customer complaints promptly, offering suitable solutions and alternatives within
    established timeframes, and following up to confirm issue resolution.
  • Collaborate effectively with cross-functional teams to escalate and resolve issues requiring
    specialized technical knowledge.
  • Utilize SQL queries for data retrieval, analysis, and manipulation to investigate and resolve
    issues in depth.
  • Document all customer support interactions, including issue details, troubleshooting steps,
    and solutions, maintaining clear and concise records.
  • Stay updated on industry trends, technological advancements, and telecommunication
    services to offer proactive support and advice to clients.
  • Communicate with suppliers and partners to address inquiries and conduct necessary cross checking.
  • Provide accurate and timely information, alternatives, and solutions to customers regarding
    products and services.
  • Broadcast notifications to all customers affected by service disruptions.
  • Perform daily balance checks for both customers and suppliers and reroute products to
    different suppliers in case of errors.
  • Monitor system performance and perform regular system backups to ensure data integrity.
  • Adhere to established procedures, guidelines, and policies, ensuring compliance in all
    aspects of customer support.
  • Demonstrate a commitment to going the extra mile in engaging with customers, fostering
    positive relationships


  • Strong Troubleshooting Skills: Proven expertise in troubleshooting and a track record of
    efficiently solving complex problems.
  • Product Management: Ability to manage multiple products effectively.
  • SQL Proficiency: Proficient in writing and executing SQL queries for data retrieval and
  • Excel Skills: Advanced knowledge of Microsoft Excel for data analysis and reporting.
  • Communication Skills: Excellent written and verbal communication skills with the ability to
    convey technical information clearly to non-technical clients.
  • Industry Knowledge: Familiarity with telecommunication, remittance protocols, API
    configurations, and different time zone banking hours is a plus.
  • Team Player: Ability to work collaboratively in a fast-paced environment, both
    independently and as part of a team.
  • Critical Thinking: Strong critical thinking skills, adaptability, and a customer-centric mindset.
  • Tool Experience: Experience with Zendesk or Slack systems for issue tracking is preferred.
  • Customer Support Experience: Proven customer support experience or experience as a
    client service representative.
  • Time Management: Ability to multitask, prioritize, and manage time effectively.
  • Industry Background: Experience in the Telco or Remittance industry is preferred but not
  • Educational Qualification: Minimum diploma in IT/Accounting/Banking and Finance or a
    related field will be an advantage.
  • Customer Focus: Enthusiastic about delivering top-notch customer experiences and a
    willingness to learn attitude.
  • Commitment to Quality: Confirmed commitment to quality and customer service.
  • Additional Skills: Excellent verbal and written communication, interpersonal skills, customer
    orientation, team interaction, problem-solving, and multitasking skills required.
  • Punctuality: Punctual, regular, and consistent attendance.
  • Computer Skills: Basic computer knowledge, including MS Office (Word, PowerPoint &
  • Language Skills: Highly proficient in spoken and written English & Bahasa Malaysia. Ability to
    converse in Mandarin is an advantage.
  • Initiative: Able to show initiative and work without supervision.
  • Work Schedule: Shifts based on roster & a 5-day workweek with 2 off days based on the
    roster. Able to work during Public Holiday if required.
    Location: Bangsar South, Kuala Lumpur (Accessible by LRT Kerinchi

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