Analyst, Fraud Careline Ambassador

TNG Digital Sdn Bhd; Kuala Lumpur; Sur place; MYR 54 000 - 80 000; Plein temps

Résumé du poste

TNG Digital Sdn Bhd is hiring an Analyst, Fraud Careline Ambassador in Kuala Lumpur for a permanent role. You will respond to customer enquiries via fraud-related calls, emails and chats, support fraud escalation from NSRC, and document comprehensive investigations to safeguard customers and company.

A proactive, customer-focused mindset is essential. You will evaluate fraud incidences, guide customers to protect against fraudulent activity, and work with QA/VoC to improve careline processes

Qualifications

• Diploma or degree in any field or equivalent.
• Experience with Zendesk or similar CSMS is advantageous.
• Minimum 1 year in customer service environment; fresh graduates encouraged to apply.

Responsabilités

• Respond to customer enquiries via calls, emails and chats with professionalism.
• Support fraud incident escalation from NSRC; provide findings and full chronology.
• Evaluate fraud incidences and advise customers on protecting against fraud.
• Document investigations outcomes to support high CSAT and quality standards.
• Collaborate with VoC and QA to suggest standard practices and process improvements.
• Comply with SOPs and SLAs to maintain service quality.
• Work with team leader to identify inefficiencies and propose enhancements.
• Maintain a polite, helpful manner and handle ad-hoc tasks as assigned.

Connaissances

Investigative ability

Problem solving

Data analysis

Data verification

Reporting

Customer-centric

Multi-tasking

Verbal & written communication

24/7 operations readiness

Self-motivated

Formation

Diploma / Advanced / Graduate Diploma or Degree

Outils

Zendesk

Description du poste

# Analyst, *Fraud Careline Ambassador*NEWKuala Lumpur, MalaysiaPermanent#### Duties & Responsibilities* Responding to customer enquiries and delivering customer care fraud related calls, emails and chats* Support fraud incident escalation from National Scam Response Centre (NSRC)* Evaluate fraud incidences and complaints highlighted by various parties received and provide findings / full chronology to the outcome of the cases* Demonstrate expertise in fraud detection and prevention to identify and analyze suspicious transactions and guide customers in protecting fraudulent activities* Document comprehensive investigations outcome to maintain high levels of customer satisfaction* Actively contributing to improve CSAT (Customer Satisfaction) scores by understanding customer needs and proactively addressing issues* Work closely with process improvement and quality assurance personal to suggest standard practice from voice of customer – VoC* Comply to standard operating procedures (SOPs) and service level agreements (SLAs) to maintain high levels of service* Collaborate with team leader to identify process inefficiencies and propose enhancements to streamline fraud operations* Maintaining a polite, helpful, and professional manner* To carry out other ad-hoc tasks as specified by the supervisor / leader from time to time.#### Requirements* At least Diploma / Advanced / Graduate Diploma or Degree in any fields or equivalent* Prior experience using Zendesk, or any other Customer Service Management system would be an advantage* Minimum 1 year of experience in customer service/experience environment. Fresh graduate encouraged to apply.* Ability to work under 24/7 Fraud Careline operations* Demonstrates strong investigative ability* Exceptional problem-solving skills and demonstrate an advanced critical thinking ability to handle complex customer inquiries with professionalism and poise* Customer-centric mindset and a commitment to delivering an exceptional customer experience* Possess basic data analysis, data verification and reporting skills* Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fast-paced environment* Self-motivated, positive attitude and able to work under pressure* Ability to communicate (verbal and written) in additional languages other than BM and English would be an advantage* Candidate should have a risk-based approach / mindset in solving fraud incidents and ability to respond well to constructive criticism* Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.