Customer Support Analyst - Banking Multichannel Specialist

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

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.