Customer Support Specialist with Advanced Troubleshooting Experience in
Telecommunication/Remittance
Responsibilities:
- 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
efficiently. - 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
Requirements:
- 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
analysis. - 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
essential. - 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 &
Excel). - 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