Digibank Malaysia Project - Customer Support Agent

Job Description:

Get to know our Digital Bank Team:

Grab is leading a consortium for Digital Bank licence and building a bank with the right foundation - using data, technology and trust to solve problems and serve customers. We have big dreams to unlock and financial inclusion for people in our region is just one. If you have what it takes, help build our new Digibank with us.

Get to know the Role:

• Provide real time human-assisted customer support across all Digibank owned channels - including but not limited to voice, live chat, email, social media

• Promote and enhance digital self-help experience through Help Centre FAQs

• Own the customer issue resolution end-to-end; ensuring effective follow through and escalation to internal & external parties as necessary to resolve any issues from our customers

• Meet individual and team qualitative and quantitative customer experience performance metrics
  

The day-to-day activities:

• Provide high quality customer support (24/7) through various channels including but not limited to Voice, Digital and Chat channels for our customers

• Provide 1st level investigation and timely escalations as required to respective teams to ensure proper root cause analyses, speedy resolution and customer satisfaction

• Gather feedback from customers, observe and highlight front-line issues such as application failure, transaction issues, product enquiries and clarifications etc. and report promptly to supervisor

• Be a fast learner to execute new processes related to product launches, tactical campaigns, systems enhancements, process automation or channel optimization projects

• Perform ad-hoc tasks as required by the team to improve overall business such as market research, service quality audit, etc.

• Provide regular data analytics, project / issue reports to customer support team leads and Head of Customer Support, as required

The must haves:

• At least 2 years working experience in any service industry; experience in Customer Service/Contact Centre in banking/financial industry will be good advantage;

• Able to work on weekend and rotational shifts

• Excellent spoken and written English to communicate and engage customers

• Typing speed of at least 60 words per minute

• Proficient with technology in general, familiar with social media platforms, digital tools and fast learner to pick up new tools needed for work

• Experience in Microsoft CRM, Zendesk, Livechat and digital servicing channels will be an strong added advantage

• Proficiency in using Microsoft products such as Excel, PowerPoint, Word;

• Customer centric and attention to detail;

• Can thrive under minimal supervision;

• Outstanding organisational skills with multitasking skills

• Tertiary education, must possess at least a Diploma in any relevant field