Job Description

MAIN RESPONSIBILITIES/DUTIES:

• Deliver high service level quality according to KPIs and SLAs defined in the Service Partnership Agreements and all relevant productivity targets.
• Resolve all day-to-day related issues and inquiries raised by employees, internal and external parties.
• Use ServiceNow case management system to manage and close cases received according to the instructions and guidelines received.
• Ensure compliance to helpdesk and case management policies
• Perform all helpdesk and case management service support activities
• Review queries for all relevant process areas (supplier management, invoice issues, etc.)
• Monitor existing ticket queues, resolve and send resolutions to requestor where possible, escalate tickets and inform users on lead times according to set guidelines.
• Identify potential problems and/ or delays in resolution and notify internal/external customers or employees
• Escalate cases for exception handling as appropriate / defined.
• Establish, manage and grow relationships with both internal and external customers.
• Provide input to the continuous process improvement team, ensure that all process controls are operational, actively identifying control gaps and recommend possible solutions.
• Ensure compliance with GBS standard processes.
• Deliver input and insights regarding necessary updates of the Knowledge Database

SKILLS / EDUCATION / EXPERIENCE:

• Good command of English language, both written and verbal is a prerequisite;
• Strong focus in providing the highest level of customer service to both internal and external customers
• Empathetic, Confident, self motivated and enthusiastic
• Accepting/adapting to cultural differences.
• Process improvement skills.
• Task & time management skills
• Able to perform root-cause analysis and come up with suggested solutions
• Ability to interact courteously with customers and ensure interactions provides a high quality of service
• Ability to analyze customer needs through soliciting, evaluating and acting upon customer feedback
• Ability to coordinate with other internal departments to deliver a seamless service to customers

Experience: Required

• 2+ years of experience in help desk environment.
• At least 2 year experience in a service oriented industry.
• Solid user of Microsoft Office applications

Preferred

• Experience in Finance and HR processes

Experience in Oracle and ServiceNow Case Management Job Types: Full-time, Permanent Salary: RM7,200.00 - RM8,200.00 per month Schedule:

• Monday to Friday

Ability to commute/relocate:

• Kuala Lumpur: Reliably commute or planning to relocate before starting work (Required)

Application Deadline: 06/30/2023