Get to know our Digital Bank team:

Grab is leading a consortium for Digital Bank license and to build a bank with the right foundation - using data, technology and trust to solve problems and serve customers. We advocate for customers, think in their shoes and embrace a strong sense of ownership and accountability to solve customer problems and pain points. We are obsessed with delivering “wow” experiences to win the hearts of our customers. If you have what it takes, help build our new Digibank with us.

Get to know the role:

Reporting into the Head of Contact Services/Customer Support, the Contact Support operations team is responsible for ensuring the smooth operations of the bank’s contact centre, where CS 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.

• 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 relationship with Digibank customers in Malaysia.

• Guide customers in using Digibank application and resolve issues according to Standard Operation Procedures (SOP), resolution solutioning and on-going process improvements.

• Follow through and escalate to internal and/or 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 CS operations team and SMEs in the delivery of relevant customer support initiatives

• Be vigilant to spot risks, security or fraud issues throughout the contact with the customer and alert the respective teams as required

• Ability to re-prioritise and adapt to an exciting, ever-changing environment

• Be the advocate of Digibank values and standards for self and team

The must haves:

• At least 2 years’ working experience in a Contact Centre/Customer Service in financial institutions, payments, cards, banks, e-wallets, acquirers

• Tertiary education, possess at least a diploma in any field

• Experience in live chat and/or digital servicing channels will be an added advantage

• Must be proficient in the language(s) required by the process

• Open to working flexible shifting schedules

• Must be flexible, customer centric and can thrive in a team environment seeking feedback and open to development

• Takes pride in delivering what is promised in line with the customer and service expectations

• Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order

• Can use own initiative with the ability to focus on the important details to deliver a high-quality professional service

• Can thrive under minimal supervision

• Ability to work in a high-volume, communicate results to management and in a fast-paced environment is required

• Proficiency in using Microsoft products such as Excel, PowerPoint, Word; and Google Suite