Customer Support Specialist (Shift)

Customer Support Specialist 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. 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. Location: Bangsar South, Kuala Lumpur (Accessible by LRT Kerinchi)