Customer Support Specialist
Job Summary
We are seeking an enthusiastic Customer Support Specialist to ensure high user satisfaction through excellent communication. You will handle product inquiries, user concerns, and perform accurate mathematical explanations for financial queries. This role involves managing support tickets via various channels while adhering to company KPIs and SLAs.
Responsibilities
- Manage customer inquiries and product support
- Perform financial calculations for user queries
- Monitor KPIs and Service Level Agreements
- Maintain and update FAQ documentation
Required Skills
- 1+ year of Customer Service experience
- Proficiency in English and Bahasa Malaysia
- Knowledge of financial calculations
- Proficiency in CRM tools and MS Office/Google Suite
Job Details
Responsibilities:
- Be familiar and up to date on Versa’s products to service customers on: Products/features inquiries, Concerns regarding user onboarding, Queries by utilizing mathematical formulas & calculations to provide accurate explanation.
- Provide customer service support in daily communication with users via CRM tool (e.g. Zendesk), email, live chat, phone, WhatsApp.
- Escalate user cases(tickets) to relevant PICs.
- Uphold Versa’s brand image and voice at all times.
- Ensure all data and information are in order & stored in confidential/safely.
- Monitor and adhere to customer service Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
- Update the FAQ (customer knowledge base) sections across all channels.
Requirements:
- Minimum 1 year of Customer Service experience in a similar role or fresh graduates able to work in a fast-paced environment.
- Proficient in: Spoken and written English as well as Bahasa Malaysia.
- Knowledge of financial matters (i.e: interest rates, calculation on rewards & transaction monitoring).
- Proficiency in MS Office and/or Google Suite.
- Ability to calmly and logically handle situations without emotional stress.
- Experience using related CRM tools (e.g. Zendesk) would be helpful.