Job Description

Salary: RM2,800

Responsibilities:

• Handle Inbound & Outbound Calls for Dom BIS Sales Enquiries, Main Line and Operator queue
• Liaise with Business Unit on status of service request
• Filter calls based on product and require different assistance such as software help and to transfer to the department in charge
• Dispatch Engineer on-site for hardware related issues
• Inquiries on Paper, Toner, Staples, and others
• Handle Product Sales & Promotion inquiries on Printers, Cameras, Scanners and Projectors
• Assisting customers to register product warranty online
• Receive inquiries on consumable and print head
• Process consumable orders
• Help customers with basic how-to guides
• Any assignment as assigned by the immediate superior or HOD
• Assist Service Mailbox inquiries and replies
• Send SMS sales lead to the respective sales team
• Raise escalation for the relevant Business Unit for resolution
• Accurately record and update customers\xe2\x80\x99 cases into CRM and trackers following appropriate processes
• Provide accurate and understandable information to all customers and support partners
• Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow-through in all cases
• Ensure all follow-ups are done on time
• Ensure all SLA\xe2\x80\x99s are met appropriately
• Maintain a high level of customer satisfaction whilst maintaining a professional manner
• Be familiar with all policy, processes, and product knowledge and escalation paths
• Remain polite, patient and courteous with the customer throughout the experience
• Ensure the end-to-end experience for all customers is at a high level of customer satisfaction

Minimum Qualifications/skills:

• Previous experience in a customer support role
• Must possess a clear speaking voice and good verbal communication skills in English, Bahasa Malaysia and Mandarin
• Customer oriented mindset
• Able to work efficiently in a fast-paced environment
• Self-motivated and execution oriented

Preferred Qualifications/skills:

• Ability to work on Multi Tasks and should be flexible
• Willing and able to work Monday to Saturday - 5 days a week
• Willing and able to work in shift till 8pm
• Willing and able to work in Sunway Geo
• Local Citizen or Permanent Resident (PR)

Send your resume to Brian or Nurul

athirah.suhairi@manpower.com.my
brian.lau@manpower.com.my