Customer Support Specialist with Advanced Troubleshooting Experience in
Telecommunication/Remittance
Role and 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.
Provide accurate and timely information, alternatives, and solutions to customers regarding
products and services.
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
Qualifications and requirements
Strong 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.
