Customer Support Specialist (Shift)

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

Job summary

A leading company in telecommunications and remittance is seeking a Customer Support Specialist to provide exceptional service for their international transactions. This role involves diagnosing technical issues, managing customer inquiries, and working collaboratively with teams to ensure seamless operations. Candidates should possess strong troubleshooting skills, proficiency in SQL, and a customer-focused approach. Opportunities for professional development and various employee benefits are included.

Benefits

Company Laptop Provided

Monthly Team Bonding

Annual Leaves validity exceeds 12 months

Enrichment allowance for personal development courses

Hospitalization insurance coverage

Medical claims regardless of visit frequency

Biennial Medical Check Up

Dental and optical claims per calendar year

Qualifications

• Fluent in English and Bahasa Malaysia; Mandarin is a plus.
• Fresh graduates are welcome to apply.
• Experience managing multiple products.

Responsibilities

• Provide support for International Balance Transfers and Cross Border Payments.
• Handle customer inquiries via email, phone, and live chat.
• Diagnose and resolve technical problems related to transactions.

Skills

Troubleshooting

Communication

Critical Thinking

Customer-focused Mindset

Time Management

Multitasking

Data Analysis

Education

SPM

Tools

SQL

Excel

Zendesk

Slack

Job description

Job Responsibility

Customer Support Specialist with Advanced Troubleshooting Experience in Telecommunication/Remittance

Role And Responsibilities

• Provide top-notch support for International Balance Transfers (GloTransfer) and Cross Border Payments (GloRemit).
• Handle customer inquiries and issues via email, phone, and live chat.
• Diagnose and resolve technical problems related to transactions quickly.
• Offer accurate and complete information to customers.
• Address and resolve customer complaints promptly, providing follow-up.
• Work with cross-functional teams to resolve complex issues.
• Use Structured Query Language (SQL) for data analysis and issue investigation.
• Document customer interactions, including troubleshooting steps and resolutions.
• Stay informed about industry trends and technology to offer proactive support.
• Communicate with suppliers and partners to handle inquiries and check data.
• Notify customers about service disruptions.
• Conduct daily balance checks and reroute products as needed.
• Monitor system performance and back up data regularly.
• Follow procedures and policies for customer support.
• Build positive relationships with customers through exceptional service.
  
  

Job Requirements

Qualifications and Requirements:

• Strong troubleshooting skills with a proven ability to solve complex problems.
• Candidates must possess at least SPM
• Fluent in English and Bahasa Malaysia; Mandarin is a plus.
• Fresh graduate are welcome to apply
• Experience managing multiple products.
• Proficiency in Structured Query Language (SQL) and advanced Excel for data analysis.
• Excellent communication skills, both written and verbal.
• Knowledge of telecommunications and remittance services is a plus.
• Team player with the ability to work independently.
• Strong critical thinking and customer-focused mindset.
• Experience with Zendesk or Slack preferred.
• Previous customer support experience or client service experience required.
• Ability to multitask, prioritize, and manage time effectively.
• Background in Telco or Remittance industry preferred but not essential.
• Excellent communication, problem-solving, and multitasking skills.
• Punctual and reliable with basic computer skills (MS Office).
• Able to work shifts, including public holidays, as per roster.
  
  

Job Benefits

• Company Laptop Provided
• Monthly Team Bonding
• Our Annual Leaves validity is more than 12 months, leaves earned in the current year expires 31 Dec the next year.
• Monthly Enrichment allowance for any courses for personal development or interest (reimbursement basis). Anything that is Learning something new.
• Hospitalization insurance coverage
• Medical claim regardless of number of visit to panel clinics of company appointed medical agency
• Biennual Medical Check Up
• Dental and optical claim per calendar year (prorated-reimbursement basis)