Job Description

Who we are TrueMoney is a leading international Fintech brand and is part of Ascend Money, a digital financial services venture of The Charoen Pokphand Group (CP Group) and Ant Financial (Alibaba), two of the largest companies in Asia. We are now one of the largest financial life platforms in Southeast Asia, growing from just 1 market to 7 markets in a span of 2 years. We currently have significant operations in Thailand, Cambodia, Myanmar, Indonesia, Vietnam, Philippines, and Malaysia. Responsibilities:

• Handle all incoming inquiries on products, programs, policies, sales & service.
• Handle inquiries via voice call, live chat and email tickets and social media platforms.
• Able to determine the problem/sentiment of each interaction and respond professionally.
• Follow process flow as well as quality assurance guidelines.
• Provide first level troubleshooting, first contact resolution and escalation if required.
• Recording details of inquiries, complaints, follow up and actions taken in the crm.
• Perform office-based administrative duties whenever required.
• Review and respond to complaints and disputes in a timely manner, ensuring empathy and professionalism in all interactions.
• Building lasting relationships with users based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Provide recommendations or suggestions on products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures.

Requirements:

• Possess at least a Diploma or equivalent.
• Excellent communication skills, including verbal and written with proper grammar in English and Bahasa Malaysia.
• Preferably at least 1 year Customer Service experience in the BPO/Call Center industry. Experienced in Fintech industry will be added value.
• Preferably with strong computer navigation skills, able to work with multiple systems.
• Ability to multitask, detail oriented and possess good problem-solving skills.
• Must be a strong communicator, with an emphasis on effective listening and empathizing with customers and great customer service skills.
• Flexible, adaptive, willing to learn and a great team player.
• Possessed strong time management skills.
• Able to work 5 days with 2 days off including weekends and public holidays.
• Must be a self-starter with the ability to work independently with limited supervision.

Job Type: Full-time Salary: From RM3,000.00 per month Benefits:

• Cell phone reimbursement
• Professional development

Schedule:

• Day shift
• Rotational shift

Supplemental pay types:

• Performance bonus
• Yearly bonus

Application Question(s):

• How long is your notice period?

Experience:

• Customer Care Specialist: 1 year (Preferred)

Expected Start Date: 06/26/2023