Customer Support Analyst (12-Month Contract)

The Company
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 leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises.

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. This role will be a 12 months contract arrangement.

Job Responsibilities

1. Customer Engagement & Support

• Provide real-time support across multiple channels (Voice, Live Chat, Email, and Social Media) for L1 and L2 inquiries.
• Guide customers on how to navigate the Digibank application, resolve issues via SOPs, and direct them to self-serve tools, HelpCentre, and FAQs.

2. Problem Solving & Escalation

• Perform 1st-level investigations on technical/application issues and escalate complex cases to internal teams to ensure swift resolution.
• Gather frontline feedback on app performance, transaction issues, and common questions, escalating findings to supervisors for ongoing improvements.

3. Operations & Teamwork

• Consistently meet individual and team quantitative and qualitative performance metrics.
• Adapt quickly to new processes, product launches, systems enhancements, and process automation.
• Support ad-hoc operational needs, including service quality audits, market research, and generating issue reports for management.

Requirements

• Comfortable working weekend and 24/7 rotational shifts.
• Minimum 2 years of customer service experience in any service industry (experience in banking/financial contact centers is a strong plus).
• Possess at least Diploma in any relevant field
• Familiarity with digital channels, Zendesk, or Livechat is an advantage; proficiency in Microsoft Office (Excel, Word, PowerPoint) is required.
• Strong English written and verbal communication skills, high attention to detail, strong multitasking abilities, and the self-motivation to thrive under minimal supervision.