Talent Pool: Customer Support Analyst/ SpecialistGXS Bank • Petaling Jaya, Selangor, Malaysia

Talent Pool : Customer Support Analyst / Specialist

GXS Bank • Petaling Jaya, Selangor, Malaysia

10 days ago

Job description

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.

The day‑to‑day activities

Provide quality customer support (24 / 7) through various channels including but not limited to Voice, Digital and Chat channels for our customers.

Provide 1st level investigation and timely escalations as required to respective teams to ensure proper root cause analyses, speedy resolution and customer satisfaction.

Gather feedback from customers, observe and highlight front‑line issues such as application failure, transaction issues, product enquiries and clarifications etc. and report promptly to supervisor.

Be a fast learner to execute new processes related to product launches, tactical campaigns, systems enhancements, process automation or channel optimization projects.

The must haves

Able to work on weekend and rotational shifts;

At least 2 years working experience in any service industry;

Experience in Customer Service / Contact Centre in banking / financial industry will be good advantage;

Proficient in Mandarin, as this role requires handling of Mandarin speaking customers.

Tertiary education, must possess at least a Diploma in any relevant field;

Experience in Zendesk, Livechat and digital servicing channels will be an added advantage;

Proficiency in using Microsoft products such as Excel, PowerPoint, Word;

Customer centric and attention to detail.

Seniority level

Executive

Employment type

Full-time

Job function

Customer Service

Industries

Banking

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Customer Support Specialist • Petaling Jaya, Selangor, Malaysia