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

• Interaction Handling & Complaint/De-escalation
• Deliver real-time, human-assisted L1 customer support across omnichannels including In-App Live Chat, Voice Hotline
• Handle customer complaints and account issues with clarity, warmth, and high empathy. Always ensure to deliver a high standard of CX experience end-to-end.
• Promptly de-escalate sensitive customer situations and guide users on navigating digital tools, HelpCentre features, and FAQs.
• Conduct initial issue investigation, strive for first-contact resolution, and log tickets in CRM for case tracking.
• Case Logging & Feedback
• Meticulously log, categorisze, and update every customer einquiry, transaction case, and disposition detail in the CRM platform.
• Gather insights from recurring customer einquiries, app glitches, and process gaps to provide constructive frontline feedback to team leads.
• KPI, Compliance & Adaptability
• Consistently meet operational performance KPIs (FCR, QA scores, AHT, adherence etc ) and uphold high CX standards across all interactions.
• Strictly adhere to operational SOPs, regulatory guidelines, and data privacy standards to maintain zero compliance breaches, demonstrating punctuality and integrity.
  
  

Requirements

• Comfortable working weekend and 24/7 rotational shifts, including weekends and public holidays,.
• Minimum 2 years of customer service or contact center experience within retail banking, fintech, or fast-paced digital native organizations.
• Possess at least Diploma in any relevant field
• Great written and verbal communication skills in English. Additional language proficiency (e.g., Mandarin) is a strong advantage for servicing non-English speaking customers.
• Hands-on experience with customer servicing platforms (e.g. NICE CXone, LiveChat) and standard office productivity tools.