Subject Matter Expert

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Job Description

  • Attending to support ticket escalated from Level 1 Customer Support team.
  • To monitor, investigate and propose solution for the escalated tickets.
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions and process customer accounts 
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers
  • To provide accurate and timely information, alternatives and solutions to customers on products and services.
  • To send holiday and service related broadcast for customers.
  • Daily checking on customer balance as well as supplier balance.
  • Product routing to different supplier if error encounter.
  • Monitor transaction service health level through dashboard screen.
  • Perform report reconciliation on daily basis.
  • Perform transaction success rate analysis on daily basis
  • Monitor and review the service level, quality, and performance of Level 1 team.


  • Proven customer support experience or experience as a client service representative
  • Ability to multi-task, prioritize, and manage time effectively
  • Capable of understanding business requirement and statistic
  • Results oriented with good abilities and excellent analytical and organization skills are essential attributes.
  • Experience in Telco or Remittance industry will be preferred but not essential.
  • Minimum diploma in IT/Accounting/Banking and Finance or related field will be an advantage.
  • Basic computer skills (Microsoft Office, Email etc.)
  • Fluent in English & Malay, Chinese (May deal with China clients)
  • Must be able to work on rotational scheduling including weekends and Public Holidays
  • Passionate in delivering top notch customer experience and willingness to learn attitude.
  • Fresh Graduates are welcomed

*Malaysians only

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