Customer Support Specialist (Shift)

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.

Qualifications and Requirements:

• Strong troubleshooting skills with a proven ability to solve complex problems.
• Fluent in English and Bahasa Malaysia; Mandarin is a plus.
• 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.

• 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)