Customer Support Analyst (12 Months Contract)

GXS; Petaling Jaya; On-site; MYR 39,000 - 61,000; Full time

Job summary

Neo Services Sdn. Bhd. is a new Shared Service Center and a 100% subsidiary of GXS Bank Pte. Ltd. It operates a Digibank customer service function in Singapore, offering 24/7 support via voice, chat, email and social channels.

The role requires at least 2 years in customer service, preferably in banking/financial services, with a Diploma and strong English communication. The position is a 12-month contract based in Petaling Jaya, Malaysia, with weekend and rotating shifts.

Qualifications

• Diploma or higher education with customer service experience.
• Experience in banking/financial services is advantageous.
• Excellent communication in English and able to work in a fast-paced environment.

Responsibilities

• Provide real time human-assisted customer support via multiple channels (voice, live chat, email, social media) for Digibank customers in Singapore.
• Guide customers in using the Digibank app and resolve issues per SOPs via self-serve tools and FAQs.
• Maintain adherence to SOPs, provide resolution improvements, and escalate when needed.
• Meet individual and team performance metrics.
• Collaborate with Customer Service Operations and SMEs on initiatives.
• Advocate Digibank values and standards for self and team.
• Provide 24/7 quality customer support across Voice, Digital, and Chat channels.
• Escalate to relevant teams for root-cause analyses and quick resolutions.
• Gather customer feedback and report frontline issues to supervisors.

Skills

Customer service

Communication

English fluency

Multitasking

Problem solving

Attention to detail

Education

Diploma in any field

Tools

Zendesk

Livechat

Job description

Get to know our Team:

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 aim to leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises.

We are driven by our shared purpose and passion to bring positive transformation to the banking industry.

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. The mission of the team is to deliver excellent customer support journeys throughout the customer lifecycle focusing on quality, customer satisfaction and efficiency. This role will be a 12 months contract arrangement.

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
• At least 2 years working experience in any service industry
• Experience in Customer Service/Contact Centre in banking/financial industry will be good advantage
• Tertiary education, must possess at least a Diploma in any relevant field
• Experience in Zendesk, Livechat and digital servicing channels will be an added advantage
• Proficiency in using Microsoft products such as Excel, PowerPoint, Word
• Ability to communicate results to management and in a fast paced environment
• Customer centric and attention to detail
• Can thrive under minimal supervision
• Outstanding organizational skills with multitasking skills
• Excellent verbal/written communication skills in English language