Customer Support Specialist

Customer Support Specialist (Shift Based)

Salary: RM3,000 – RM4,000 per month

Location: Bangsar South, Kuala Lumpur

Transport: Easily accessible via LRT Kerinchi

Work Schedule: 5-day workweek, shift-based roster with 2 off days. Willingness to work on Public Holidays when required.

About The Role

We are looking for a highly capable and technically strong Customer Support Specialist to join our team and support GloTransfer (International Balance Transfer) and GloRemit (Cross-Border Payment) services.

This is more than a basic customer service role. The successful candidate will be expected to independently investigate transaction and service-related issues, perform troubleshooting, analyse information using SQL and Excel, coordinate with internal teams and external partners, and provide accurate resolutions within the required turnaround time.

The ideal candidate should be analytical, resourceful, technically confident, customer-focused, and comfortable working in a fast-paced payment and telecommunications environment.

Key Responsibilities

• Provide high-quality customer and operational support for GloTransfer and GloRemit through email, phone, live chat and other support channels.
• Investigate, troubleshoot and resolve transaction, payment, product and service-related issues promptly and accurately.
• Perform detailed transaction investigations using available systems, reports and SQL queries to identify issues and support resolution.
• Retrieve, analyse and validate data using SQL and Microsoft Excel to support investigations and operational reporting.
• Handle customer complaints professionally by understanding the issue, providing appropriate solutions or alternatives, and following up until resolution.
• Ensure all information provided to customers and partners is accurate, complete, clear and within approved guidelines.
• Monitor transaction and service performance and proactively identify potential delays, failures or abnormal transaction behaviour.
• Work closely with Product, Technology, Operations, Risk, Compliance, Finance and other internal teams to investigate and resolve escalated cases.
• Liaise with suppliers, banking partners, payment partners and other external stakeholders for investigation, validation and resolution of operational issues.
• Conduct necessary cross-checking and reconciliation with partners and internal systems.
• Perform daily balance checks for customers and suppliers and assist in rerouting products/transactions to alternative suppliers when required.
• Monitor service disruptions and coordinate appropriate customer communications, including broadcast notifications to affected customers.
• Maintain accurate and comprehensive records of customer interactions, investigations, troubleshooting steps, findings and resolutions.
• Identify recurring issues and contribute to root cause analysis and process improvements.
• Follow established procedures, operational controls, compliance requirements and company policies.
• Demonstrate strong ownership by following up on outstanding cases and ensuring issues are properly resolved.
• Deliver a consistently high standard of customer experience while balancing accuracy, speed, risk and operational requirements.
• Be proactive, take initiative and work independently with minimal supervision when required.
  
  

Minimum Qualifications & Requirements

• Minimum Diploma qualification in any relevant field.
• A Diploma or Degree in Business Administration, Accounting, Banking & Finance, Information Technology, Computer Science, or a related field will be an added advantage.
• Minimum 2 years of relevant experience in Customer Support, Customer Service, Client Services, Technical Support, Operations or a similar role.
• Experience in Telecommunications, Fintech, Remittance, Payment Services, Banking or other transaction-based industries is highly preferred.
• Strong troubleshooting, analytical and problem-solving skills.
• Basic to intermediate SQL knowledge, with the ability to write and execute queries for data retrieval and investigation.
• Good Microsoft Excel skills with the ability to analyse data and prepare reports.
• Familiarity with payment transactions, remittance processes, banking operations, APIs or system integrations will be an advantage.
• Experience with Zendesk, Slack, ticketing systems or similar customer support platforms is preferred.
• Excellent written and spoken English and Bahasa Malaysia.
• Strong communication and interpersonal skills, with the ability to explain issues clearly to customers, partners and internal stakeholders.
• Strong multitasking and prioritisation skills with the ability to manage multiple cases simultaneously.
• Strong critical thinking, problem-solving and decision-making abilities.
• Customer-oriented with a strong sense of ownership and accountability.
• Able to work independently, take initiative and work with minimal supervision.
• Comfortable working in a fast-paced, 24/7 customer support environment.
• Willing to work rotating shifts, weekends and Public Holidays based on the roster.
• Punctual, reliable and consistent in attendance.
  
  

Key Skills We Are Looking For

Customer Support | Troubleshooting | Transaction Investigation | SQL | Excel | Problem Solving | Remittance | Payment Operations | Telecommunications | Data Analysis | Partner Coordination | Communication | Multitasking | Customer Service

What Makes This Role Different

You will be more than simply responding to customer enquiries. You will be expected to investigate issues, troubleshoot transaction-related problems, analyse information, coordinate with the relevant teams and provide clear and accurate solutions to customers.

If you enjoy solving problems, working with customers and finding the root cause behind transaction or service issues, this role is for you.