Overview
|
Job-type |
Contract |
|
Job Category |
Technical/Helpdesk Support |
|
Industries |
Services, Contact Centre |
|
Salary |
MYR 5,050
/Month
|
Who you'll be working for
The client is a Singapore-based payment processing gateway.
What requirements you'll need to be eligible
- 1-3 years of experience in Premium Customer Support, Client Success, or Key Account Support.
- Fluent in English and Chinese.
- Comfortable managing high-volume professional communications via Instant Messaging apps (Telegram, WhatsApp, Slack).
- Exceptional written skills - able to explain complex technical failures to non-technical VIP clients.
- Willingness to work on a shift rotation or standby roster to support off-hour escalations.
What you'll be doing on the job
- VIP Channel Management (High-Touch Support)
- Serve as the primary operational contact in dedicated group chats (Telegram, WhatsApp, Slack) for assigned VIP / Business accounts.
- Provide immediate acknowledgement to client queries, assessing the severity of the issue and setting accurate expectations for resolution.
- Maintain a high standard of corporate communication even when using informal chat apps, ensuring the brand voice is protected.
- The 'Commercial-Ops' Bridge
- Absorb all operational inquiries (bugs, transaction failures, status checks) so that Account Managers (AMs) do not need to act as support agents.
- When a client issue signals a churn risk or a sales opportunity, proactively brief the AM with full context so they can manage the relationship strategy.
- End-to-End Resolution Ownership
- Proactively coordinate with internal departments (operations, product, engineering) to drive a solution.
- Translate informal chat messages from clients into formal internal support tickets (Jira / Freshdesk) with detailed technical notes for the backend teams.
- Communicates final resolution to the client, ensuring the explanation is clear, empathetic, and technically accurate.
- After-Hours Support Desk
- Act as the first line of defense for support issues raised in VIP client support channels during non-operational hours.
- Assess the severity of off-hour escalations and trigger the internal P1 / P2 incident response protocols if necessary (e.g. waking up on-call engineers for system outages).
Consultant Contact
Sound interesting?
Apply!
