Customer Support Specialist

Tranglo; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Tranglo in Kuala Lumpur is seeking a Customer Support Specialist with advanced troubleshooting experience in Telecommunication and Remittance. You will handle international balance transfer and cross border payment issues and assist clients through email, phone, and live chat.

Responsibilities include diagnosing technical problems, documenting interactions, collaborating with cross-functional teams, using SQL for data retrieval, and keeping clients informed with accurate solutions.

Qualifications

• Strong Troubleshooting Skills and track record of solving complex problems.
• Ability to manage multiple products effectively.
• Proficient in writing and executing SQL queries for data retrieval and analysis.
• Advanced knowledge of Microsoft Excel for data analysis and reporting.
• Excellent written and verbal communication; ability to simplify technical info for non-technical clients.
• Familiarity with telecommunication, remittance protocols, API configurations, and time zone banking hours is a plus.
• Team player capable of working in a fast-paced environment.
• Strong critical thinking, adaptability, and a customer-centric mindset.
• Excellent time management and multitasking abilities.
• Fluent in English and Bahasa Malaysia; Mandarin is an advantage.
• Willingness to show initiative and work without supervision.
• Punctuality with regular attendance; ability to work shifts on roster.

Responsibilities

• Provide exceptional support for GloTransfer and GloRemit issues.
• Respond to inquiries via email, phone, and live chat.
• Diagnose, troubleshoot, and resolve transactions promptly.
• Document all interactions, troubleshooting steps, and solutions.
• Collaborate with cross-functional teams to resolve complex issues.
• Use SQL to retrieve and analyze data for issue investigation.
• Broadcast outage notifications to affected customers.
• Monitor system performance and perform backups to protect data.
• Adhere to procedures, guidelines and policies in all interactions.
• Demonstrate commitment to quality and customer service.

Skills

Troubleshooting

Product management

SQL proficiency

Excel

Communication

Industry knowledge

Team player

Critical thinking

Time management

Language skills

Initiative

Punctuality

MS Office

English & Bahasa Malaysia

Mandarin (advantage)

Independent work

Education

Diploma in IT/Accounting/Banking and Finance

Tools

Zendesk

Slack

Job description

Customer Support Specialist with Advanced Troubleshooting Experience in

Telecommunication/Remittance

Role and responsibilities

• Provide exceptional customer support to clients experiencing issues with International Balance Transfer (GloTransfer) and Cross Border Payment (GloRemit) services.
• Respond to customer inquiries and requests through various communication channels, including email, phone calls, and live chat.
• Monitor, diagnose, and resolve technical issues related to transactions promptly and efficiently.
• Ensure the delivery of accurate, valid, and complete information to customers, utilizing appropriate methods and tools.
• Address customer complaints promptly, offering suitable solutions and alternatives within established timeframes, and following up to confirm issue resolution.
• Collaborate effectively with cross-functional teams to elevate and resolve issues requiring specialized technical knowledge.
• Utilize SQL queries for data retrieval, analysis, and manipulation to investigate and resolve issues in depth.
• Document all customer support interactions, including issue details, troubleshooting steps, and solutions, maintaining clear and concise records.
• Stay updated on industry trends, technological advancements, and telecommunication services to offer proactive support and advice to clients.
• Communicate with suppliers and partners to address inquiries and conduct necessary cross checking.
• Provide accurate and timely information, alternatives, and solutions to customers regarding products and services.
• Broadcast notifications to all customers affected by service disruptions.
• Perform daily balance checks for both customers and suppliers and reroute products to different suppliers in case of errors.
• Monitor system performance and perform regular system backups to ensure data integrity.
• Adhere to established procedures, guidelines, and policies, ensuring compliance in all aspects of customer support.
• Demonstrate a commitment to going the extra mile in engaging with customers, fostering positive relationships

Qualifications And Requirements

• Strong Troubleshooting Skills: Proven expertise in troubleshooting and a track record of efficiently solving complex problems.
• Product Management: Ability to manage multiple products effectively.
• SQL Proficiency: Proficient in writing and executing SQL queries for data retrieval and analysis.
• Excel Skills: Advanced knowledge of Microsoft Excel for data analysis and reporting.
• Communication Skills: Excellent written and verbal communication skills with the ability to convey technical information clearly to non-technical clients.
• Industry Knowledge: Familiarity with telecommunication, remittance protocols, API configurations, and different time zone banking hours is a plus.
• Team Player: Ability to work collaboratively in a fast-paced environment, both independently and as part of a team.
• Critical Thinking: Strong critical thinking skills, adaptability, and a customer-centric mindset.
• Tool Experience: Experience with Zendesk or Slack systems for issue tracking is preferred.
• Customer Support Experience: Proven customer support experience or experience as a client service representative.
• Time Management: Ability to multitask, prioritize, and manage time effectively.
• Industry Background: Experience in the Telco or Remittance industry is preferred but not essential.
• Educational Qualification: Minimum diploma in IT/Accounting/Banking and Finance or a related field will be an advantage.
• Customer Focus: Enthusiastic about delivering top-notch customer experiences and a willingness to learn attitude.
• Commitment to Quality: Confirmed commitment to quality and customer service.
• Additional Skills: Excellent verbal and written communication, interpersonal skills, customer orientation, team interaction, problem-solving, and multitasking skills required.
• Punctuality: Punctual, regular, and consistent attendance.
• Computer Skills: Basic computer knowledge, including MS Office (Word, PowerPoint & Excel).
• Language Skills: Highly proficient in spoken and written English & Bahasa Malaysia. Ability to converse in Mandarin is an advantage.
• Initiative: Able to show initiative and work without supervision.
• Work Schedule: Shifts based on roster & a 5-day workweek with 2 off days based on the roster. Able to work during Public Holiday if required.

Location: Bangsar South, Kuala Lumpur (Accessible by LRT Kerinchi)