Customer Support Specialist

Tranglo Sdn Bhd

Kuala Lumpur

On-site

MYR 33,000 - 45,000

Full time

10 days ago

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Job summary

Tranglo Sdn Bhd is seeking a Customer Support Specialist to join our team in a fast-paced payment and telecommunications environment. You will investigate and resolve transaction issues while leveraging SQL and Excel for data analysis and reporting.

The role demands strong problem-solving, clear communication in English and Bahasa Malaysia, and the ability to work in shift-based 24/7 operations, including weekends and public holidays.

Qualifications

Diploma or degree in a relevant field is required.
2 years of experience in customer support or a related role is required.
Experience in telecommunications, fintech, remittance or payment services is preferred.
Strong troubleshooting, analytical and problem-solving skills.
Basic to intermediate SQL knowledge to support investigations.
Good Excel skills to analyse data and prepare reports.
Familiarity with payment transactions, APIs or system integrations is an advantage.
Experience with Zendesk/Slack or similar ticketing platforms is preferred.
Excellent English and Bahasa Malaysia communication skills.

Responsibilities

Provide high-quality support for GloTransfer and GloRemit via email, phone, chat.
Investigate, troubleshoot and resolve transaction and service issues promptly.
Perform detailed transaction investigations using SQL queries and reports.
Retrieve, analyse and validate data with SQL and Excel for investigations.
Handle customer complaints professionally and follow up until resolution.
Ensure information shared with customers is accurate and within guidelines.
Monitor service performance and identify delays or abnormal activity.
Coordinate with Product, Technology, Operations, Risk, Compliance and Finance.
Liaise with banking partners and external stakeholders for investigations.
Conduct cross-checking and reconciliation with partners and internal systems.
Perform daily balance checks and reroute products/transactions when needed.
Monitor disruptions and communicate with customers via broadcasts.
Maintain records of interactions, investigations and resolutions.
Identify recurring issues for root-cause analysis and improvements.
Follow procedures, controls, compliance requirements and policies.
Demonstrate ownership and ensure timely issue resolution.

Skills

Customer Support

Troubleshooting

Transaction Investigation

Data Analysis

Communication

Multitasking

Remittance

Payment Operations

Telecommunications

Collaboration

Education

Diploma in any field

Degree in Business Admin/Accounting/Banking & Finance/IT/CS

Tools

SQL

Microsoft Excel

Zendesk

Slack

Job description

Customer Support Specialist (Shift Based)

Salary: RM3,000 – RM4,000 per month
Location: Bangsar South, Kuala Lumpur
Transport: Easily accessible via LRT Kerinchi
Work Schedule: 5-day workweek, shift-based roster with 2 off days. Willingness to work on Public Holidays when required.

About the Role

We are looking for a highly capable and technically strong Customer Support Specialist to join our team and support GloTransfer (International Balance Transfer) and GloRemit (Cross-Border Payment) services.

This is more than a basic customer service role. The successful candidate will be expected to independently investigate transaction and service-related issues, perform troubleshooting, analyse information using SQL and Excel, coordinate with internal teams and external partners, and provide accurate resolutions within the required turnaround time.

The ideal candidate should be analytical, resourceful, technically confident, customer-focused, and comfortable working in a fast-paced payment and telecommunications environment.

Key Responsibilities

Provide high-quality customer and operational support for GloTransfer and GloRemit through email, phone, live chat and other support channels.

Investigate, troubleshoot and resolve transaction, payment, product and service-related issues promptly and accurately.

Perform detailed transaction investigations using available systems, reports and SQL queries to identify issues and support resolution.

Retrieve, analyse and validate data using SQL and Microsoft Excel to support investigations and operational reporting.

Handle customer complaints professionally by understanding the issue, providing appropriate solutions or alternatives, and following up until resolution.

Ensure all information provided to customers and partners is accurate, complete, clear and within approved guidelines.

Monitor transaction and service performance and proactively identify potential delays, failures or abnormal transaction behaviour.

Work closely with Product, Technology, Operations, Risk, Compliance, Finance and other internal teams to investigate and resolve escalated cases.

Liaise with suppliers, banking partners, payment partners and other external stakeholders for investigation, validation and resolution of operational issues.

Conduct necessary cross-checking and reconciliation with partners and internal systems.

Perform daily balance checks for customers and suppliers and assist in rerouting products/transactions to alternative suppliers when required.

Monitor service disruptions and coordinate appropriate customer communications, including broadcast notifications to affected customers.

Maintain accurate and comprehensive records of customer interactions, investigations, troubleshooting steps, findings and resolutions.

Identify recurring issues and contribute to root cause analysis and process improvements.

Follow established procedures, operational controls, compliance requirements and company policies.

Demonstrate strong ownership by following up on outstanding cases and ensuring issues are properly resolved.

Deliver a consistently high standard of customer experience while balancing accuracy, speed, risk and operational requirements.

Be proactive, take initiative and work independently with minimal supervision when required.

Minimum Qualifications & Requirements

Minimum Diploma qualification in any relevant field.

A Diploma or Degree in Business Administration, Accounting, Banking & Finance, Information Technology, Computer Science, or a related field will be an added advantage.

Minimum 2 years of relevant experience in Customer Support, Customer Service, Client Services, Technical Support, Operations or a similar role.

Experience in Telecommunications, Fintech, Remittance, Payment Services, Banking or other transaction-based industries is highly preferred.

Strong troubleshooting, analytical and problem-solving skills.

Basic to intermediate SQL knowledge, with the ability to write and execute queries for data retrieval and investigation.

Good Microsoft Excel skills with the ability to analyse data and prepare reports.

Familiarity with payment transactions, remittance processes, banking operations, APIs or system integrations will be an advantage.

Experience with Zendesk, Slack, ticketing systems or similar customer support platforms is preferred.

Excellent written and spoken English and Bahasa Malaysia.

Strong communication and interpersonal skills, with the ability to explain issues clearly to customers, partners and internal stakeholders.

Strong multitasking and prioritisation skills with the ability to manage multiple cases simultaneously.

Strong critical thinking, problem-solving and decision-making abilities.

Customer-oriented with a strong sense of ownership and accountability.

Able to work independently, take initiative and work with minimal supervision.

Comfortable working in a fast-paced, 24/7 customer support environment.

Willing to work rotating shifts, weekends and Public Holidays based on the roster.

Punctual, reliable and consistent in attendance.

Key Skills We Are Looking For

What Makes This Role Different

You will be more than simply responding to customer enquiries. You will be expected to investigate issues, troubleshoot transaction-related problems, analyse information, coordinate with the relevant teams and provide clear and accurate solutions to customers.

If you enjoy solving problems, working with customers and finding the root cause behind transaction or service issues, this role is for you.

TRANGLO Sdn Bhd operates a digital commerce switching hub for financial institution and telecom providers globally and strives to produce a fast, easy-to-use and secure platform to better connect loved ones and friends worldwide.

Founded in 2008, the company has connectivity to over 250 mobile network operators, 30,000 retail outlets and 400 banks through its products namely Prepaid Reload, Money Transfer, and Digital Gifts.

Tranglo was also nominated by Fintech News Singapore as one of the Top 10 Fintech Player.

The Vision of the Company is to become “Global Leader in providing accessible and equitable mobile telecom and financial services to the general mass”.

Check out www.tranglo.com or read more at:

1) http://www.thestar.com.my/business/business-news/2016/11/01/tranglo-sdn-bhd/ ;

2) http://fintechnews.sg/7899/malaysia/top-10-fintech-startups-malaysia/

Founded in 2008, the company has connectivity to over 250 mobile network providers, 30,000 retail outlets and 400 banks through its products namely Prepaid Reload, Money Transfer, and Digital Gifts.

Tranglo was also nominated by Fintech News Singapore as one of the Top 10 Fintech Player.

The Vision of the Company is to become “Global Leader in providing accessible and equitable mobile telecom and financial services to the general mass”.

Check out www.tranglo.com or read more at:

1) http://www.thestar.com.my/business/business-news/2016/11/01/tranglo-sdn-bhd/ ;

2) http://fintechnews.sg/7899/malaysia/top-10-fintech-startups-malaysia/

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