Customer Support Analyst (12-Month Contract)

Neo Services Sdn Bhd; Petaling Jaya; On-site; MYR 42,000 - 54,000; Full time

Job summary

Neo Services Sdn. Bhd., a 100% subsidiary of GXS Bank Pte. Ltd., is expanding its Shared Services Center in Malaysia to support the bank's DigiBank contact center operations.

The role is a 12-month contract, requiring weekend and 24/7 rotational shifts, and real-time customer engagement across multiple channels. Ideal candidates will have at least 2 years of customer service experience, familiarity with Zendesk or Livechat, and a Diploma in any relevant field.

Qualifications

• Minimum 2 years of customer service experience in any service industry.
• Banking/financial contact centers experience is a strong plus.
• Diploma in any relevant field required; familiarity with digital channels and tools like Zendesk is advantageous.

Responsibilities

• Provide real-time support across Voice, Live Chat, Email, and Social Media for L1/L2 inquiries.
• Conduct basic investigations and escalate complex cases to internal teams for swift resolution.
• Meet and monitor performance metrics; support process improvements and ad-hoc operational needs.

Skills

Customer service

Communication

Multitasking

Attention to detail

Education

Diploma in any field

Tools

Zendesk

Livechat

MS Office

Job description

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

• 1. 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.
• 2. Problem Solving & Escalation Perform 1st-level investigations on technical/application issues and elevate 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.
• 3. 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

• 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.

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.