Talent Pool : Customer Support Analyst

Talent Pool : Customer Support Analyst / Specialist

About the bank :

About GXS Bank : We are living in dynamic times. Technology is reshaping how we live, and we want to use it to redefine how financial services are offered. GXS Bank is the leading technology company in Southeast Asia offering everyday services to the masses. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their unique perspectives. Join us in our mission to provide financial inclusion for people in our region. We are now expanding our operations with the establishment of a Shared Services Entity in Malaysia - Neo Services Sdn Bhd (NEO), to support our growth and operational excellence.

NEO will centralize key functions such as Customer Services, Banking Operations and Credit Operations; enabling scalable solutions that align with our vision, agility and efficiency.

Location : Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Get to know our Team :

Reporting into the Customer Service Operations head of the bank, the Customer Service operations team ensures the smooth operation of the bank’s contact centre, where customer support executives interact with the bank’s customers across different touch points. The mission of the team is to deliver excellent customer support journeys throughout the customer lifecycle focusing on quality, customer satisfaction and efficiency.

Get to know the Role

• Provide real time human-assisted customer support via various channels including but not limited to voice, live chat, email, social media, L1 and L2 support, handle enquiries and resolve any issues while building and maintaining good relationships with Digibank customers in Singapore
• Guide our customers in using the Digibank application and resolve issues as per SOPs via self‑serve tools, HelpCentre and FAQs.
• Clear understanding and adherence to the SOPs, resolution solutioning and on‑going process improvements.
• Follow through and escalation to internal & external parties as necessary to resolve any issues from our customers.

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