Customer Support Executive Analyst

Key Responsibilities:

• Digital Self-Help Promotion: Enhance the self-help experience by managing and updatingFAQs in the Help Centre to empower users to find solutions independently.
• End-to-End Resolution: Own customer issue resolution from start to finish, ensuring effective follow and escalation to internal or external teams when necessary.
• Meet Performance Metrics: Achieve qualitative and quantitative performance goals related customer experience, including issue resolution and response times.
• Process Adherence: Guide customers in using Digibank’s application, resolve issues according to Standard Operating Procedures (SOP), and participate in process improvement initiatives.
• Collaboration: Work closely with the Customer Service (CS) operations team and SubjectMatter Experts (SMEs) to deliver relevant customer support initiatives and improve service delivery.
• Risk Management: Identify and alert the team to any security, fraud, or other risk-related issues during customer interactions.
• Adaptability: Be flexible and thrive in an ever-changing, fast-paced environment.
• 1st Level Investigation: Investigate customer issues and escalate promptly to the appropriate teams for root cause analysis and resolution.
• Customer Feedback: Gather feedback and identify trends related to application failures, transaction issues, and general product inquiries. Report findings to supervisors.
• Learning & Process Implementation: Quickly learn and adapt to new processes related to product launches, campaigns, system enhancements, and automation projects.
• Ad-Hoc Tasks: Perform additional tasks like market research, service audits, and reporting to help improve business processes and service quality.
• Data Analytics & Reporting: Provide regular reports to customer support team leads and management, ensuring timely updates on issues and resolutions.

The Must-Haves:

• Experience: At least 2 years of experience in a customer service role; experience in the banking/financial industry, especially within customer service or contact centers, is a plus.
• Shift Flexibility: Ability to work weekends and rotational shifts.
• Language Skills: Excellent spoken and written English for engaging and communicating with customers.
• Experience in Digital Channels: Familiarity with live chat, social media platforms, and digital service channels is a plus.
• Typing Speed: Minimum typing speed of 60 words per minute.
• Tech-Savvy: Comfortable with digital tools, social media platforms, and quick to adapt to new technologies.
• CRM & Tools Proficiency: Experience using Microsoft CRM, Zendesk, Livechat, and digital servicing tools is advantageous.
• Microsoft Proficiency: Skilled in Microsoft Excel, PowerPoint, and Word.
• Customer-Centric: Focused on delivering exceptional customer experiences with attention to detail.
• Organizational Skills: Strong multitasking and organizational skills, able to thrive with minimal supervision.
• Education: Minimum of a Diploma in any relevant field.

Compensation & Benefits:

• Basic Salary: RM3,000.00 to RM3,500.00 per month.
• Shift Allowance: RM425.00
• Bonus: 1-month salary bonus (after completing 1-year contract with 3-month probation). Opportunity for conversion to permanent.
• Benefits:Medical coverage: Inpatient (up to RM80,000), Outpatient (RM2,000 per annum).
• Overtime: Subject to manager’s approval.

Job Type: Contract
Contract length: 12 months

Pay: RM3,000.00 - RM3,500.00 per month

Schedule:

• Monday to Friday