Customer Support Specialist

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

Job summary

A telecommunications firm in Kuala Lumpur is seeking a Customer Support Specialist skilled in troubleshooting and SQL. The role involves providing exceptional support for international balance transfer and payment services, diagnosing technical issues, and documenting interactions. Candidates should have strong communication skills, a diploma in IT, and experience with tools like Zendesk or Slack. This position requires flexibility in shifts and a commitment to delivering excellent customer experiences.

Qualifications

• Proven expertise in troubleshooting and solving complex problems.
• Ability to manage multiple products effectively.
• Proficient in writing SQL queries for data retrieval and analysis.
• Excellent communication skills to convey technical information clearly.
• Familiarity with telecommunication and remittance protocols is a plus.

Responsibilities

• Provide exceptional customer support for balance transfer and payment services.
• Respond to inquiries through email, phone calls, and live chat.
• Diagnose and resolve technical issues related to transactions.
• Collaborate with teams to escalate complex issues.
• Document all customer support interactions for record-keeping.

Skills

Troubleshooting Skills

SQL Proficiency

Excel Skills

Communication Skills

Team Player

Education

Diploma in IT/Accounting/Banking and Finance or related field

Tools

Zendesk

Slack

Job description

Overview

Customer Support Specialist with Advanced Troubleshooting Experience in Telecommunication/Remittance. Location: Bangsar South, Kuala Lumpur (Accessible by LRT Kerinchi).

Work Schedule: Shifts based on roster and a 5-day workweek with 2 off days based on the roster. Able to work during Public Holidays if required.

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 with cross-functional teams to escalate 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 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: Demonstrated commitment to quality and customer service.
• Additional Skills: Strong verbal and written communication, interpersonal skills, customer orientation, teamwork, problem-solving, and multitasking.
• 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.
• Initiative: Able to show initiative and work without supervision.
• Work Schedule: Shifts based on roster and a 5-day workweek with 2 off days based on the roster. Able to work during Public Holidays if required.