Job Description

• Some experience working with the MS office suite and related technologies, including databases
• Some demonstrates a professional and friendly tone, maintaining faultless grammar
• Some experience in a service management and operations role and service desk environment
• Some experience working with help desk/ticketing software

Responsibilities

• Answering and/or initiating customer interactions, responding to customer needs in a professional, service-orientated manner
• Constantly meeting organisational service level agreements by taking appropriate actions to resolve customer problems
• Assessing customer concerns by eliciting the relevant and sufficient information to enable an accurate, appropriate and timely resolution
• Following appropriate procedures and offers a solution-orientated to all customer interactions, tailored to the needs of the individual customer
• Providing feedback to customer on actions taken to ensure appropriate levels of customer service
• Remaining current with product, system, process and policy knowledge
• Escalating complex problems and difficult situations when required
• Diffusing difficult situations and manage the flow of the call and maintain control of calls, navigating necessary system screens
• Checking customer details to ensure accuracy and relevance to the service interventions
• Adhering to all policies and procedures that govern the workplace
• Capturing the detail of client requests
• Analysing and interpreting the client request to ensure the correct categorisation and prioritisation
• Ensuring that the user is kept updated on the progress in relation to the resolution of the fault and/or issue
• Communicating with internal stakeholders to ensure that resolution of requests is achieved according to the required standards
• Ensuring that users are aware of the actions that are being undertaken on their behalf
• Ensuring that incidents are logged, addressed, and closed off
• Acting as the link between customers and IT support teams

Benefits

• 12 hours Rotation shift (2 days work, 2 days off)
• Auto-renewable fixed-term contract
• Basic Salary + Annual Performance Individual Bonus + Medical Benefit + Dental Benefit + Wellness Benefit

Additional Benefits

• Annual Leave
• Medical and Hospitalisation Leave
• EPF / SOCSO / PCB
• Annual Bonus
• Medical Insurance
• Training Provided
• Allowance Provided
• Performance Bonus

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