Customer Support Analyst

Neo Services Sdn Bhd; Petaling Jaya; On-site; MYR 36,000 - 58,000; Full time

Job summary

GXS Bank is expanding its Shared Services entity in Malaysia—Neo Services Sdn Bhd (NSSB)—to support Digibank Singapore. The Customer Service Operations team ensures smooth contact centre support across voice, chat, email and social channels.

You will guide customers through the Digibank app, resolve issues per SOPs, escalate when needed, and contribute to improving processes while meeting qualitative and quantitative performance targets.

Qualifications

• Must have 1 year contact centre experience with inbound/outbound calls, chats or emails.
• Ability to work on weekends with rotational shifts.
• Strong communication skills and fluency in English; Mandarin is a plus.

Responsibilities

• Provide quality customer support (24/7) through voice, digital and chat channels.
• 1st level investigation and timely escalations for root cause analysis.
• Gather feedback and report frontline issues to supervisor.
• Execute new processes for product launches, campaigns and system improvements.
• Monitor channels and provide regular data analytics and reports.

Skills

Communication skills

Fluent English

Mandarin (plus)

Typing speed 55–60 WPM

CRM navigation

Customer-centric

Multitasking

Tools

CRM systems

Knowledge Bank

Job description

Get to know our Team:

Reporting into the Customer Service Operations head of the bank, the Customer Service operations team ensures the smooth operation of the bank’s contact centre, where customer support executives interact with the bank’s customers across different touch points.

The mission of the team is to deliver excellent customer support journeys throughout the customer lifecycle focusing on quality, customer satisfaction and efficiency.

Get to know the Role:

Provide real time human-assisted customer support via various channels including but not limited to voice, live chat, email, social media, L1 and L2 support, handle enquiries and resolve any issues while building and maintaining good relationships with Digibank customers in Singapore.

Guide our customers in using the Digibank application and resolve issues as per SOPs via self serve tools, HelpCentre and FAQs.

Clear understanding and adherence to the SOPs, resolution solutioning and on-going process improvements

Follow through and escalation to internal & external parties as necessary to resolve any issues from our customers

Meet individual and team qualitative and quantitative operations performance metrics

Collaborate closely with the Customer Service Operations team and SMEs in the delivery of relevant customer support initiatives

Be the advocate of Digibank values and standards for self and team

The day-to-day activities:

• Provide quality customer support (24/7) through various channels including but not limited to Voice, Digital and Chat channels for our customers
• Provide 1st level investigation and timely escalations as required to respective teams to ensure proper root cause analyses, speedy resolution and customer satisfaction
• Gather feedback from customers, observe and highlight front-line issues such as application failure, transaction issues, product enquiries and clarifications etc. and report promptly to supervisor
• Be a fast learner to execute new processes related to product launches, tactical campaigns, systems enhancements, process automation or channel optimization projects
• Perform ad-hoc tasks as required by the team to improve overall business such as market research, service quality audit, etc.
• Monitor various company communication channels including call center, social media, web enquiries, etc. and respond appropriately in a timely manner
• Provide regular data analytics, project / issue reports to operations head, Customer Service management team as required

The must haves:

• Able to work on weekend and rotational shifts
• Min 1 year contact centre experience in any industry with experience handling inbound and outbound calls, chats and emails. Experience in contact centre in banking/financial industry will be good advantage
• Strong communication skills, speaks fluent English is a must
• Ability to converse in Mandarin is a plus
• Typing speed of up to 55-60 Words per minute(WPM)
• Competence in handling concurrent chats (up to 3) and ability to compose timely and contextually relevant replies while navigating Customer Relationship Management (CRM) systems / Knowledge Bank
• Customer centric and attention to detail
• Outstanding organizational skills with multitasking skills

About GXS Bank:

We are living in dynamic times. Technology is reshaping how we live, and we want to use it to redefine how financial services are offered. GXS Bank is the leading technology company in Southeast Asia offering everyday services to the masses. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their unique perspectives. Join us in our mission to provide financial inclusion for people in our region.

We are now expanding our operations with the establishment of a Shared Services Entity in Malaysia - Neo Services Sdn Bhd (NSSB), to support our growth and operational excellence. NSSB will centralize key functions such as Customer Services, Banking Operations and Credit Operations; enabling scalable solutions that align with our vision, agility and efficiency.