Banking Support Analyst – Digibank Customer Care

GXS; Petaling Jaya; Presencial; MYR 40.000 - 58.000; Jornada completa

Descripción de la vacante

Neo Services Sdn. Bhd., a Shared Service Center and subsidiary of GXS Bank, offers a 12-month contract in Customer Engagement & Support for Digibank users.

You will provide real-time support across Voice, Live Chat, Email and Social Media, guiding customers through the app using SOPs and HelpCentre. Requirements: Diploma in any field, minimum 2 years in customer service (banking experience a plus), familiarity with digital channels, Zendesk or Livechat is a plus, strong English communication,

Formación

• Minimum 2 years of customer service experience in any service industry.
• Diploma in any relevant field.
• Experience in banking/financial contact centers is a strong plus.

Responsabilidades

• Provide real-time support across Voice, Live Chat, Email, and Social Media for L1 and L2 inquiries.
• Guide customers on navigating the Digibank app, resolve issues via SOPs, and direct them to self-serve tools and HelpCentre/FAQs.
• Perform 1st-level investigations on technical/app issues and escalate complex cases to internal teams for swift resolution.
• Gather frontline feedback on app performance and issues, escalating findings to supervisors for improvements.
• Meet individual and team performance metrics and adapt to new processes, launches, and automation.

Conocimientos

English communication

Multitasking

Self-motivation

Educación

Diploma

Herramientas

Zendesk

Livechat

Microsoft Office

Descripción del empleo

Neo Services Sdn. Bhd., a Shared Service Center and subsidiary of GXS Bank, offers a 12-month contract in Customer Engagement & Support for Digibank users.

You will provide real-time support across Voice, Live Chat, Email and Social Media, guiding customers through the app using SOPs and HelpCentre. Requirements: Diploma in any field, minimum 2 years in customer service (banking experience a plus), familiarity with digital channels, Zendesk or Livechat is a plus, strong English communication,