Customer Support Analyst (12 Months Contract)

Get to know our Team:

Neo Services Sdn. Bhd. is a newly setup Shared Service Center, a 100% subsidiary of GXS Bank Pte. Ltd. based in Singapore - the Grab-led Digital Bank approved by MAS to commence operations. We aim to leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises.

We are driven by our shared purpose and passion to bring positive transformation to the banking industry.

The Customer Service operations team ensures the smooth operation of the bank’s contact center, where customer support executives interact with the bank’s customers across different touch points. The mission of the team is to deliver excellent customer support journeys throughout the customer lifecycle focusing on quality, customer satisfaction and efficiency. This role will be a 12 months contract arrangement.

Get to know the Role:

• Provide real time human-assisted customer support via various channels including but not limited to voice, live chat, email, social media, L1 and L2 support, handle enquiries and resolve any issues while building and maintaining good relationships with Digibank customers in Singapore
• Guide our customers in using the Digibank application and resolve issues as per SOPs via self serve tools, HelpCentre and FAQs.
• Clear understanding and adherence to the SOPs, resolution solutioning and on-going process improvements
• Follow through and escalation to internal & external parties as necessary to resolve any issues from our customers
• Meet individual and team qualitative and quantitative operations performance metrics
• Collaborate closely with the Customer Service Operations team and SMEs in the delivery of relevant customer support initiatives
• Be the advocate of Digibank values and standards for self and team

The day-to-day activities:

• Provide 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.
• Monitor various company communication channels including call center, social media, web enquiries, etc. and respond appropriately in a timely manner
• Provide regular data analytics, project / issue reports to operations head, Customer Service management team as required

The must haves:

• Able to work on weekend and rotational shifts
• At least 2 years working experience in any service industry
• Experience in Customer Service/Contact Centre in banking/financial industry will be good advantage
• Tertiary education, must possess at least a Diploma in any relevant field
• Experience in Zendesk, Livechat and digital servicing channels will be an added advantage
• Proficiency in using Microsoft products such as Excel, PowerPoint, Word
• Ability to communicate results to management and in a fast paced environment
• Customer centric and attention to detail
• Can thrive under minimal supervision
• Outstanding organizational skills with multitasking skills
• Excellent verbal/written communication skills in English language