Job Description

In this role with our Client, you will attend to calls, email or portal 's escalation from Client's Partners and resolve for them.

You are: (personality/competencies, etc.)

Able to work shift till 10 pm, including weekends & public holidays. Results oriented with the ability to set, meet, and exceed targets; possess sense of urgency & persistency until goals are met. Customer obsessed, calm & able to handle difficult situations. Taking ownership to ensure issues resolve in a timely manner.

Your Responsibilities: (What is this role all about? What are the expectations of the applicant?)

Answer incoming calls in a timely manner from Client's Partners. Resolving Client partner's challenges and issue escalations effectively. Manage and resolve cases during the first call (First Call Resolution). Beyond First Call Resolution cases, escalate them to technical level 2 or back-end support level 2 via email and/or escalation system, and follow up thereafter until closure. Reviewing open cases from the Incident Management system and resolve them within the service level agreement (SLA). Attending to cases escalated by Client's Partners through web portal and resolve them within SLA. Log case in tool provided by Client on calls and email attended to track productivities.

Your Merits: (These are must haves in terms of qualifications & experience & specific technical /professionals skills that you expect from the applicant)

Minimum Diploma with at least 2-3 years accumulated service-related experience, fresh graduate is welcome to apply. Possess language proficiency in Bahasa Malaysia & English. Mandarin speaking is an added advantage. Good communication/written skills, love interaction with customers. Team player and fostering collaboration.
Job Types: Full-time, Permanent, Fresh graduate

Pay: RM2,000.00 - RM2,200.00 per month

Benefits:

Cell phone reimbursement Free parking Health insurance Maternity leave Opportunities for promotion Professional development
Work Location: In person