Are you a fresh grad or a customer-oriented individual who’s looking for a change in career? We are scouting for Customer Support Associate to be the go-to resource for our valued customers to obtain clarification when needed, provide a possible workaround, and support any technical matters. In this role, your main priority is to drive excellent support and maintain customer satisfaction.
We are one of the fast pace growing startup MNC companies where it can be challenging as there's always a change in rules and regulations and of course, exciting! We expect you to be open-minded and confident to suggest process improvements and identify areas of weaknesses or control gaps.
What will you do:
- Resolve customer inquiries via live chat, phone call, and email in a timely and professional manner and escalate issues to the appropriate team member.
- Troubleshoot issues and provide solutions by working across teams to find the best solutions for our customers
- Communicating with Customers about the company’s products and services
- Update clients on their request statuses accordingly and maintain customer records by updating customer information in the CRM.
- Understand the company's business functions and roles and meet the required assessment target.
- Perform other ad hoc tasks assigned by the Operations or customer support manager.
- Handle the resolution process for customers relating to data and applications for a particular product/s and contact the relevant team member.
- Call out problems affecting several customers or influencing the timely resolution of one customer’s inquiry. This would include customer concerns to the team leader and other support, sales, engineering, or resolver groups as appropriate.
- Recognize and raise recurring problems, inferior processes, or outdated procedures.
- Keeping up to date with all new changes and information which may be relevant to your role
What we expect from you:
- Minimum of 1 year of experience in a customer service-related role, fresh grad is welcome too
- Exceptional ability to follow established processes and procedures with precision, ensuring adherence to guidelines.
- Teamwork mentality and willingness to assist wherever needed
- Bachelor's degree in business administration or related field relating to the financial markets or the finance sector
- Knowledge and experience in FX will be considered advantageous
- Potential to communicate and engage effectively, verbally and in writing, in English and Mandarin with customers and colleagues.
- The ability to learn and become specialists in products and develop a sound understanding of the financial markets they serve.
- Willingness to work in rotating shifts, weekends, and public holidays
- Proactive individuals who take initiative and actively seek out opportunities to contribute and make a positive impact.
Benefits:
- EPF, SOCSO & EIS contribution
- Annual discretionary bonus
- Nearby public transport (LRT KL Sentral)
- Medical Insurance and claims
- Educational Benefits
- Season parking pass
- Free slow snacks and drinks in the office
Job Types: Full-time, Permanent
Salary: RM3,000.00 - RM4,000.00 per month
Benefits:
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
Schedule:
- Afternoon shift
- Day shift
- Evening shift
Supplemental pay types:
- Yearly bonus
Ability to commute/relocate:
- Kuala Lumpur: Reliably commute or planning to relocate before starting work (Preferred)
