Tranglo Hiring! Full Time Customer Support Specialist (Shift Based) in Federal Territory - Ricebowl

Customer Support (Shift Based)

Looking for Customer Support Specialist with Advanced Troubleshooting Experience in Telecommunication/Remittance

About the Ro

leProvide exceptional customer support to clients experiencing issues with International Balance Transfer (GloTransfer) and Cross Border Payment (GloRemit) service

s.

Responsibili

• ties
  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 efficie
• ntly.Ensure the delivery of accurate, valid, and complete information to customers, utilizing appropriate methods and t
• ools.Address customer complaints promptly, offering suitable solutions and alternatives within established timeframes, and following up to confirm issue resolu
• tion.Collaborate effectively with cross-functional teams to escalate and resolve issues requiring specialized technical knowl
• edge.Utilize SQL queries for data retrieval, analysis, and manipulation to investigate and resolve issues in d
• epth.Document all customer support interactions, including issue details, troubleshooting steps, and solutions, maintaining clear and concise rec
• ords.Stay updated on industry trends, technological advancements, and telecommunication services to offer proactive support and advice to cli
• ents.Communicate with suppliers and partners to address inquiries and conduct necessary cross chec
• king.Provide accurate and timely information, alternatives, and solutions to customers regarding products and serv
• ices.Broadcast notifications to all customers affected by service disrupt
• ions.Perform daily balance checks for both customers and suppliers and reroute products to different suppliers in case of er
• rors.Monitor system performance and perform regular system backups to ensure data integ
• rity.Adhere to established procedures, guidelines, and policies, ensuring compliance in all aspects of customer sup
• port.Demonstrate a commitment to going the extra mile in engaging with customers, fostering positive relations

hips.

Required

• Skills
  Strong Troubleshooting Skills: Proven expertise in troubleshooting and a track record of efficiently solving complex p
• roblems.Product Management: Ability to manage multiple products effe
• ctively.SQL Proficiency: Proficient in writing and executing SQL queries for data retrieval and a
• nalysis.Excel Skills: Advanced knowledge of Microsoft Excel for data analysis and re
• porting.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 pr
• eferred.Customer Support Experience: Proven customer support experience or experience as a client service represe
• ntative.Time Management: Ability to multitask, prioritize, and manage time effe
• ctively.Industry Background: Experience in the Telco or Remittance industry is preferred but not es
• sential.Customer Focus: Enthusiastic about delivering top-notch customer experiences and a willingness to learn a
• ttitude.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 r
• equired.Punctuality: Punctual, regular, and consistent att
• endance.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 ad
• vantage.Initiative: Able to show initiative and work without supe

rvision.

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.Location: Bangsar South, Kuala Lumpur (Accessible by LRT