Customer Support Specialist

Tranglo Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading telecommunications company in Kuala Lumpur is seeking a Customer Support Specialist to provide exceptional support for international balance transfer and cross-border payment services. The role involves troubleshooting complex issues and requires strong communication skills, SQL proficiency, and a customer-centric mindset. Ideal candidates will have experience in customer support and a diploma in a related field. A collaborative environment awaits in a fast-paced setting, complemented by a commitment to quality service.

Qualifications

• Proven expertise in troubleshooting and solving complex problems.
• Excellent written and verbal communication skills.
• Ability to manage multiple products effectively.

Responsibilities

• Provide exceptional customer support for GloTransfer and GloRemit services.
• Respond to inquiries through email, phone calls, and live chat.
• Monitor and resolve technical issues related to transactions.

Skills

Troubleshooting Skills

Communication Skills

SQL Proficiency

Excel Skills

Critical Thinking

Customer Support Experience

Education

Minimum 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 escalat 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)