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Customer Support Specialist (Shift)

Customer Support Specialist (Shift)

Tranglo Sdn BhdBangsar, Kuala Lumpur, Malaysia
18 days ago
Job description

Requirements

  • Strong troubleshooting skills with a proven ability to solve complex problems.
  • Candidates must possess at least SPM
  • Fluent in English and Bahasa Malaysia; Mandarin is a plus.
  • Fresh graduate are welcome to apply
  • 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.

Responsibilities

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.
  • Benefits

  • 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)
  • Skills

    Communication Skills Product Knowledge Problem-Solving Skills Customer Support CRM (Customer Relationship Management) Knowledge of payment systems Excellent communication skills Problem-solving skills Patience Time management

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    Customer Support Specialist • Bangsar, Kuala Lumpur, Malaysia