Customer Support Analyst (12-Month Contract)

GXS Bank; Petaling Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

Neo Services Sdn. Bhd. in Malaysia provides customer support for the bank's digital platform. The role entails real-time engagement across Voice, Live Chat, Email, and Social Media to assist customers with Digibank inquiries and navigation.

Successful candidates have at least two years in customer service, a Diploma, and proficiency with Zendesk or Livechat, plus strong English communication and multitasking abilities.

Qualifications

• Minimum 2 years of customer service experience.
• Diploma in any relevant field.
• Familiarity with digital channels like Zendesk or Livechat.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).
• Strong English communication and attention to detail.

Responsibilities

• Engage and support customers real-time across channels.
• Guide customers on the Digibank app, resolve issues via SOPs.
• Investigate issues and escalate to internal teams.
• Gather frontline feedback for improvements.
• Support ad-hoc operational needs and audits.

Skills

Customer service

Communication

Attention to detail

Multitasking

Self-motivation

Education

Diploma in any relevant field

Tools

Zendesk

Livechat

Microsoft Office

Job description

The Company

The Company Neo Services Sdn. Bhd. is a newly setup Shared Service Center, a 100% subsidiary of GXS Bank Pte. Ltd. based in Singapore - the Grab-led Digital Bank approved by MAS to commence operations. We leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises. The Customer Service operations team ensures the smooth operation of the bank’s contact center, where customer support executives interact with the bank’s customers across different touch points. This role will be a 12 months contract arrangement.

Job Responsibilities

• Customer Engagement & Support
• Provide real-time support across multiple channels (Voice, Live Chat, Email, and Social Media) for L1 and L2 inquiries.
• Guide customers on how to navigate the Digibank application, resolve issues via SOPs, and direct them to self-serve tools, HelpCentre, and FAQs.
• Problem Solving & Escalation
• Perform 1st-level investigations on technical/application issues and escalates complex cases to internal teams to ensure swift resolution.
• Gather frontline feedback on app performance, transaction issues, and common questions, escalating findings to supervisors for ongoing improvements.
• Operations & Teamwork
• Consistently meet individual and team quantitative and qualitative performance metrics.
• Adapt quickly to new processes, product launches, systems enhancements, and process automation.
• Support ad-hoc operational needs, including service quality audits, market research, and generating issue reports for management.

Requirements

• Comfortable working weekend and 24/7 rotational shifts.
• Minimum 2 years of customer service experience in any service industry (experience in banking/financial contact centers is a strong plus).
• Possess at least Diploma in any relevant field
• Familiarity with digital channels, Zendesk, or Livechat is an advantage; proficiency in Microsoft Office (Excel, Word, PowerPoint) is required.
• Strong English written and verbal communication skills, high attention to detail, strong multitasking abilities, and the self-motivation to thrive under minimal supervision.