Job Description

Customer Support Specialist with Advanced Troubleshooting Experience in Telecommunication/Remittance

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 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.

Job 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. 

Skills