📍 Job Overview

Job Title: Customer Support Analyst (Mandarin Speaker)
Company: GXBank
Location: Petaling Jaya (First Avenue), Malaysia
Job Type: Full-Time
Category: Customer Support & Service
Date Posted: May 9, 2025
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

📝 Enhancement Note: The role of Customer Support Analyst (Mandarin Speaker) at GXBank involves providing real-time, human-assisted support to customers via various channels, including voice, live chat, email, and social media. The ideal candidate will have at least 2 years of experience in a contact center or customer service role within the financial industry and be proficient in Mandarin.

💻 Primary Responsibilities

📝 Enhancement Note: The primary responsibilities of this role focus on handling customer enquiries, resolving issues, and maintaining good relationships with customers while adhering to Standard Operating Procedures (SOPs) and on-going process improvements.
Provide real-time human-assisted customer support via various channels, including voice, live chat, email, social media, L1, and L2 support.
Handle enquiries and resolve issues according to SOPs, resolution solutioning, and on-going process improvements.
Follow through and escalate issues to internal and/or external parties as necessary to resolve any issues from 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.
Adapt to an exciting, ever-changing environment and be the advocate of the Bank values and standards for self and team.

🎓 Skills & Qualifications

Education: A tertiary education with at least a diploma in any field.

Experience: At least 2 years of working experience in a Contact Centre/Customer Service role within financial institutions, payments, cards, banks, e-wallets, or acquirers.

Required Skills:

Proficiency in Mandarin (required)
Excellent communication skills
Strong problem-solving skills
Ability to thrive in a team environment and seek feedback
Pride in delivering high-quality professional service
Ability to use own initiative and focus on important details
Ability to work in a high-volume, fast-paced environment
Proficiency in using Microsoft products (Excel, PowerPoint, Word) and Google Suite

Preferred Skills:

Experience in live chat and/or digital servicing channels
Ability to work in a flexible, shifting schedule

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-structured resume highlighting relevant customer service experience and skills
Examples of successful customer support cases or projects demonstrating problem-solving skills and customer-centric approach

Technical Documentation:

A list of key achievements and improvements made in previous customer support roles
Any relevant certifications or training in customer service, problem-solving, or communication

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between RM 2,500 - RM 3,500 per month, based on the average salary for Customer Support Analysts in Malaysia with 2-5 years of experience.

Benefits:

Competitive salary package
Performance-based incentives
Opportunities for career growth and development within the company
A dynamic and inclusive work environment

Working Hours: The working hours for this role are typically 40 hours per week, with flexible shifting schedules to accommodate customer support needs.

🎯 Team & Company Context

🏢 Company Culture

Industry: GXBank is a digital bank led by Grab, aiming to leverage technology and innovation to serve the financial needs of unserved and underserved individuals and micro and small-medium enterprises in Malaysia.

Company Size: GXBank is a startup with a lean and agile team, providing ample opportunities for growth and impact.

Founded: GXBank was founded in 2021 as the first digital bank in Malaysia, approved by Bank Negara Malaysia (BNM) to commence operations.

Team Structure:

The Customer Support team works closely with the CS operations team and SMEs to deliver relevant customer support initiatives.
The team is expected to be vigilant in spotting risks, security, or fraud issues and alert the respective teams as required.

Development Methodology:

GXBank follows Agile methodologies to deliver customer-centric solutions and improve processes continuously.
The company encourages a culture of innovation, collaboration, and continuous learning.

Company Website: GXBank

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry to mid-level position in the customer support field, focusing on providing real-time customer support and resolving issues while maintaining customer relationships.

Reporting Structure: The Customer Support Analyst reports directly to the Customer Support Manager or Team Lead.

Technical Impact: The role has a direct impact on customer satisfaction, loyalty, and the overall success of the company by ensuring that customer issues are resolved efficiently and effectively.

Growth Opportunities:

Career Progression: With proven performance and the right skills, there are opportunities for growth within the customer support team or other departments within the company.
Skill Development: GXBank offers training and development opportunities to help employees grow their skills and advance their careers.
Leadership Roles: As the company grows, there may be opportunities for team members to take on leadership roles within the customer support team or other departments.

🌐 Work Environment

Office Type: GXBank's office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Petaling Jaya (First Avenue), Malaysia

Workspace Context:

The workspace is equipped with the necessary tools and resources to support customer support activities, such as computers, headsets, and customer relationship management (CRM) software.
The team works closely together, with an open-door policy encouraging collaboration and knowledge sharing.
The office is designed to be comfortable and conducive to productivity, with ample natural light and breakout spaces for relaxation and informal meetings.

Work Schedule: The work schedule is typically 40 hours per week, with flexible shifting schedules to accommodate customer support needs. The team may work in shifts to provide 24/7 customer support.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, Mandarin proficiency, and understanding of the role.
Behavioral Interview: A more in-depth discussion to understand problem-solving skills, customer-centric approach, and adaptability in a fast-paced environment.
Role-Play Scenario: A mock customer support scenario to evaluate the candidate's ability to handle customer issues and maintain a positive attitude under pressure.
Final Interview: A meeting with the hiring manager or team lead to discuss the candidate's fit for the role and the team.

Portfolio Review Tips:

Highlight relevant customer support experience and achievements
Provide examples of successful customer support cases or projects
Emphasize problem-solving skills, customer-centric approach, and ability to work in a team

Technical Challenge Preparation:

Brush up on customer service skills and techniques
Familiarize oneself with GXBank's products and services
Prepare for behavioral interview questions and role-play scenarios

ATS Keywords: Customer Support, Mandarin, Communication, Problem Solving, Team Collaboration, Adaptability, Attention to Detail, Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Google Suite, Live Chat, Digital Servicing, Customer Centricity, Initiative, High-Volume Environment

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Customer Relationship Management (CRM) software
Ticketing system
Communication platforms (email, live chat, social media)
Collaboration tools (Microsoft Office Suite, Google Suite)

📝 Enhancement Note: The technology stack for this role is primarily focused on customer support tools and platforms, with an emphasis on communication, collaboration, and customer relationship management.

👥 Team Culture & Values

Customer Support Values:

Customer-centric: Putting customers first and ensuring their satisfaction is the top priority.
Problem-solving: Always looking for ways to resolve customer issues efficiently and effectively.
Adaptability: Being flexible and able to thrive in a fast-paced, ever-changing environment.
Teamwork: Collaborating with the CS operations team and SMEs to deliver relevant customer support initiatives.
Attention to detail: Ensuring that customer issues are resolved accurately and completely.

Collaboration Style:

Cross-functional integration: Working closely with other departments, such as marketing, product, and engineering, to ensure customer needs are met.
Code review culture: Encouraging peer-to-peer learning and knowledge sharing within the customer support team.
Knowledge sharing: Regular team meetings and training sessions to stay up-to-date with the latest customer support best practices and company developments.

📝 Enhancement Note: GXBank's customer support team values a customer-centric approach, problem-solving mindset, adaptability, teamwork, and attention to detail. The team encourages collaboration, knowledge sharing, and continuous learning to improve customer support processes and deliver exceptional customer experiences.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High-volume environment: Handling a large volume of customer enquiries and issues efficiently and effectively.
Adaptability: Being able to quickly learn and adapt to new processes, tools, and customer needs.
Customer-centricity: Always putting the customer first and finding creative solutions to resolve their issues.
Continuous learning: Staying up-to-date with the latest customer support best practices and company developments.

Learning & Development Opportunities:

Training and development: GXBank offers training and development opportunities to help employees grow their skills and advance their careers.
Conference attendance: Attending industry conferences and events to learn from customer support professionals and thought leaders.
Mentorship: Seeking guidance and mentorship from experienced customer support professionals within the company.

📝 Enhancement Note: The technical challenges for this role include working in a high-volume environment, being adaptable, maintaining a customer-centric approach, and continuously learning and improving. The learning and development opportunities at GXBank focus on training, conference attendance, and mentorship to help employees grow their skills and advance their careers.

💡 Interview Preparation

Technical Questions:

Customer Support Fundamentals: Questions assessing communication skills, problem-solving abilities, and customer-centric mindset.
Process and Procedures: Questions about understanding and adherence to Standard Operating Procedures (SOPs) and on-going process improvements.
Adaptability: Questions evaluating the candidate's ability to thrive in an ever-changing environment and adapt to new processes and tools.

Company & Culture Questions:

Company Values: Questions about the candidate's understanding and alignment with GXBank's values and culture.
Customer Support Initiatives: Questions about the candidate's ideas for improving customer support processes and initiatives.
Team Fit: Questions assessing the candidate's ability to work well within a team and collaborate with other departments.

Portfolio Presentation Strategy:

Customer Support Cases: Presenting successful customer support cases or projects that demonstrate problem-solving skills, customer-centric approach, and adaptability.
Customer Service Skills: Highlighting relevant customer service experience and achievements.
Company Alignment: Showcasing an understanding of GXBank's products, services, and customer support initiatives.

📝 Enhancement Note: The technical interview process for this role focuses on assessing customer support fundamentals, process and procedure understanding, and adaptability. The company and culture questions evaluate the candidate's understanding and alignment with GXBank's values, customer support initiatives, and team fit. The portfolio presentation strategy emphasizes successful customer support cases, customer service skills, and company alignment.

📌 Application Steps

To apply for the Customer Support Analyst (Mandarin Speaker) position at GXBank:

Submit your application through the application link provided in the job listing.
Customize your resume to highlight relevant customer service experience and skills, with a focus on problem-solving, customer-centricity, and adaptability.
Prepare for the phone/video screen by brushing up on your Mandarin skills and understanding of the role.
Research GXBank to gain a better understanding of the company's products, services, and customer support initiatives.
Prepare for the behavioral interview by reflecting on your customer service experience and developing examples of successful customer support cases or projects.
Practice for the role-play scenario by simulating customer support situations and honing your problem-solving skills and customer-centric approach.
Review the company's values and culture to ensure a good fit and alignment with your personal values and work style.

📝 Enhancement Note: The application process for the Customer Support Analyst (Mandarin Speaker) position at GXBank involves submitting an application, customizing your resume, preparing for the phone/video screen, researching the company, preparing for the behavioral interview, practicing for the role-play scenario, and reviewing the company's values and culture. By following these steps, candidates can increase their chances of success in the application process and make a strong impression on the hiring team.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Analyst (Mandarin Speaker)