Customer Support Analyst (Mandarin Speaker)

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Overview

GX Bank Berhad - the Grab-led Digital Bank - is the first digital bank in Malaysia, approved by BNM to commence operations. We aim to leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises. We are driven by our shared purpose to bring positive transformation to the banking industry, starting with solutions that address the financial struggles of Malaysians and businesses.

Key Responsibilities

• Provide real-time human-assisted customer support via various channels, including voice, live chat, email, social media, L1 and L2 support, while building and maintaining good relationships with Bank customers in Malaysia.
• Guide customers in using the Bank application and resolve issues according to Standard Operating Procedures (SOP), resolution solutioning and ongoing process improvements.
• Follow through and escalate to internal and / or external parties as necessary to resolve customer issues.
• Meet individual and team qualitative and quantitative operations performance metrics.
• Collaborate closely with the CS operations team and SMEs in the delivery of relevant customer support initiatives.
• Be vigilant to spot risks, security or fraud issues throughout customer interactions and alert the respective teams as required.
• Ability to re-prioritise and adapt to an exciting, ever-changing environment; be an advocate of the Bank values and standards for self and team.

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