Job Description

About the role:

We're looking for an enthusiastic Customer Support Specialist with a friendly attitude, excellent communication skills, and a commitment to ensure user satisfaction. Join us & be part of a "Versa-tile", and dynamic team.

Responsibilities:

1. Be familiar and up to date on Versa’s products to service customers on:
1. Products/features inquiries
2. Concerns regarding user onboarding 
3. Queries by utilizing mathematical formulas & calculations to provide accurate explanation
2. Provide customer service support in daily communication with users via CRM tool (e.g. Zendesk), email, live chat, phone, WhatsApp: 
1. Escalate user cases(tickets) to relevant PICs
2. Uphold Versa’s brand image and voice at all times
3. Ensure all data and information are in order & stored in confidential/safely 
4. Monitor and adhere to customer service Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
1. Update the FAQ (customer knowledge base) sections across all channels

Job Requirements

1. Candidates who:
1. Have minimum 1 year of Customer Service experience in a similar role
2. Are fresh graduates and able to work in a fast-paced environment 
2. Proficient in:
1. Spoken and written English as well as Bahasa Malaysia
2. Financial matters (i.e: interest rates, calculation on rewards & transaction monitoring)
3. MS Office and/or Google Suite 
3. Ability to:
1. Calmly and logically handle situations without emotional stress
2. Use related CRM tool (e.g Zendesk) would be helpful in this role

Skills