Global Support Executive

1 week ago

Petaling Jaya, Selangor, Malaysia Qi Group Full time

Position Overview

The
Global Support Executive (GSE)
is responsible for delivering exceptional customer support through multiple channels, including inbound and outbound calls, email, live chat, and face-to-face interactions. This role involves resolving product and service enquiries efficiently, providing solutions with professionalism, and serving as a liaison between customers and QNet/QI Group.

Key Responsibilities

Customer Handling

  • Manage customer interactions via phone (inbound and outbound), email, live chat, and walk-ins when required.
  • Process enquiries related to KYC, product delivery, refunds, account information, updates, product changes, and other support requests.
  • Provide accurate information, options, and solutions to address customer needs.
  • Resolve issues by identifying the concern, determining the root cause, proposing solutions, and ensuring timely follow-up until closure.
  • Escalate complex cases or complaints to the Supervisor/Manager when necessary.
  • Keep customers updated on the progress of their cases.
  • Stay informed of current and new company products, services, and policies.
  • Work on rotational shifts, including weekends and public holidays, as required.

Service Quality

  • Ensure all enquiries are handled within agreed Service Level Agreements (SLAs).
  • Deliver a positive and professional customer experience across all touchpoints.
  • Collaborate with fellow GSEs and Global Support leadership in Malaysia and worldwide to achieve departmental goals.
  • Consistently follow up with internal teams to ensure timely resolution of cases.
  • Adhere to Standard Operating Procedures (SOPs) in all processes.
  • Apply sound judgment in exception handling and provide appropriate responses.
  • Partner with the Quality team and leadership to identify areas for improvement.

Additional Responsibilities

  • Support customer service activities during company events, when required.
  • Coordinate effectively with other departments to resolve customer concerns.
  • Participate in projects and assignments in collaboration with leadership and cross-functional teams.
  • Assist with translation tasks and User Acceptance Testing (UAT), as required.

Requirements

  • Minimum 2 years in Contract Centre/Customer Service field
  • Strong communication skills (written and verbal) with a customer-first mindset.
  • Ability to work effectively in a fast-paced, multicultural environment.
  • Problem-solving skills with a focus on accuracy and efficiency.
  • Flexibility to work on shifts, weekends, and public holidays.

Desired Skills & Language Proficiency

  • Required:
    Fluent in English (spoken and written).

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