This job is Customer Support Specialist focusing on Technical Support for International Balance Transfer and Cross Border Payment services.
You might like this job because it involves advanced troubleshooting, SQL queries, and staying updated on industry trends.
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.
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.
Job RequirementsStrong 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.
Company BenefitsWork From Home Arrangement:With approval from your Lead.
Health check-up, dental/optical allowance, medical insurance:A healthy employee is a productive employee.
Transport Subsidy:We take care of your commitments (toll/train charges) so you can commit to us.
Tranglo was founded in 2008 in Kuala Lumpur, Malaysia.
Today, we are one of Asia's leading fintechs that provides smart solutions not only for cross-border airtime top-ups, but also foreign remittance and business payments.
Armed with a global network, we pride ourselves on pioneering a technology that makes cross-border transactions faster, cheaper, and more secure.#J-18808-Ljbffr