Associate, Fraud Careline Ambassador | TNG Digital

Touch 'n Go Group; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen detailorientierten Kundenservice-Experten, der in einem schnelllebigen Umfeld gedeiht. Diese Rolle erfordert starke Fähigkeiten in der Problemlösung und Datenanalyse, um komplexe Kundenanfragen zu bearbeiten und Betrugsfälle zu überwachen. Wenn Sie leidenschaftlich daran interessiert sind, den Kundenservice durch Technologie und Prozessverbesserungen zu optimieren, ist dies die perfekte Gelegenheit für Sie. Werden Sie Teil eines Teams, das die Fintech-Branche revolutioniert und den Weg zu einer bargeldlosen Gesellschaft ebnet.

Benefits

Flexible Arbeitszeiten

Mitarbeiterrabatte

Gesundheitsversorgung

Weiterbildungsmöglichkeiten

Qualifications

• Mindestens 1 Jahr Erfahrung im Kundenservice oder verwandtem Bereich.
• Fähigkeit, unter Druck zu arbeiten und mehrere Aufgaben zu priorisieren.

Responsibilities

• Bearbeitung komplexer Kundenanfragen und Bereitstellung von Unterstützung.
• Überwachung von Betrugsfällen und Dokumentation der Ergebnisse.

Skills

Kundenservice

Problemlösungsfähigkeiten

Datenanalyse

Multitasking

Kommunikationsfähigkeiten

Education

Diplom oder Graduiertendiplom

Tools

Zendesk

Job description

We fuel the ideas and ambitions of our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion – LEAP

We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation, Touch ‘n Go will always be here to inspire our talents to grow as leaders and innovators giving you the power to make a difference.

Job Brief:

The incumbent is responsible for handling complex customer inquiries and providing expert level assistance on a range of financial products, services, and technical issues. Primary goal will be to resolve customer concerns efficiently, ensure regulatory compliance, and deliver an exceptional customer experience.

Key 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 manager 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.

Job 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.

This role is ideal for a detail-oriented and tech-savvy professional who thrives in a fast-paced environment and is passionate about optimizing customer service operations through technology and process improvements.

We believe that you have what it takes to fit into the Touch ‘n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now!

Touch ‘n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch ‘n Go’s policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: [e-mail]

Note: Only shortlisted candidates will be contacted.