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B2b Customer Support Internship

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia SWIFT Financial Messaging Services Full time
About the Role

What to expect:

  • Knowledge rampup within the first 25 weeks in the form of classroom trainings, buddy sessions and handson practice.
  • Manage and provide support on less complex customer queries/problems, this includes:
  • Retain ownership of cases reported by customers;
  • Troubleshoot/investigate the issues;
  • Navigate through available documentations/resources;
  • Update knowledge articles under the guidance of a coach;
  • Coordinate with internal stakeholders to find resolution;
  • Communicate directly with customers (mostly in writing);
  • Contribute in continuous improvement initiatives, i.e., improve the working environment, identify trends in customer inquiries, and propose/implement necessary changes.
  • Establish close working relationships with the assigned coach, members from within and outside of the team.

What will you learn:

  • Communication.
  • Communicates effectively across a range of practical and operational issues, both written and verbal; adjusts personal communication style to fit intended audience; listens to and respects other people's points of view in a collaborative and inclusive work culture.


 Time/problem Management.
  • Takes endtoend ownership of customer issues to resolution independently or with guidance; learns problemsolving in timely manner.


 Customer Experience.
  • Exposure to delivering positive customer experience by taking every opportunity to listen and respond to B2B customers and adapt solutions to meet their needs; demonstrates and encourages customer focus in all relationships and activities.


 Business/industry Knowledge.
  • Valuable insights into Swift products and services, with handson experience in a dynamic customer support environment.
  • Demonstrates Operational Excellence. Delivers work to agreed specifications of timeliness and quality; seeks to improve ways of doing things; sets and meets high standards for own work; demonstrates commitment to security policy.

Qualifications/Attributes:

  • Ability to adhere to defined work hours
  • Customerfocused mindset with a genuine passion for helping people.
  • Proactive approach to problemsolving.
  • Willingness to learn and adapt to new challenges and responsibilities.
What we offer

  • We put you in control of career
  • We give you a competitive package
  • We help you perform at your best
  • We help you make a difference
  • We give you the freedom to be yourself
  • We give you the freedom to be yourself
. We are creating an environment of unique individuals - like you - with different perspectives on the financial industry and the world. An environment in which everyone's voice counts and where you can reach your full potential regardless of_
- age, background, culture, colour, disability, gender, nationality, race, religion_
- , or veteran/military status._