Support & Customer Service Manager
Cyberjaya, M10, MY, Malaysia
Job Description
We are seeking a dedicated
Support & Customer Service Manager
to lead ourLevel 1 Support team
and ensure excellent service delivery across our self-service kiosk, SaaS software, turnkey and ticketing systems.Responsibilities
Manage the Level 1 Support team: schedule shifts, monitor daily performance, coach and guide team members Provide front-line support when required, covering for team members on leave or sick Attend
monthly customer support review meetings
with key clients and present service performance Serve assuper-admin
for the ticket tracking platform (monday.com
) - create boards, maintain workflows, and produce weekly/monthly reports Joinweekly operations meetings
to report SLA results, highlight major incidents, and escalate unresolved issues Review and improve support processes to enhance responsiveness, productivity and service quality Coordinate withLevel 2 and Level 3 teams
for follow-ups on escalated technical cases Maintain astrong customer service mindset
, ensuring positive and professional communication at all timesRequirements
Diploma or Degree in IT, Business, or related field Minimum
3-5 years' experience
managing a helpdesk, call centre, or customer support team Good understanding ofSLA management, incident escalation and process improvement
Experience withmonday.com
or other ticketing tools (e.g. Zendesk, Freshdesk, Jira Service Desk) Excellent communication, leadership, and problem-solving skills Calm, patient and service-oriented personality Experience in theself-service kiosks, SaaS, attraction ticketing, mobile and online systems
will be an advantageJob Types: Full-time, Permanent
Pay: RM6,500.00 - RM8,000.00 per month
Benefits:
Additional leave Health insurance Work from home
Work Location: In person
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Job Detail
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Job IdJD1260109
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationCyberjaya, M10, MY, Malaysia
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EducationNot mentioned