Technical Service Desk - August Intake

As a Customer Service Agent (Technical) your job responsibilities are as below:

Job Responsibilities

- Effectively resolve inquiries from first-line service desk in a considerate, accurate, and timely manner for home appliances project.

- Manage Incident & Request life cycle

- Response and Manage Incidents & Request from customers

- Escalate to supervisor for problematic cases

- Follow up on pending tickets

- Decide on tickets priority upgrade/downgrade

- Comply with processes

- Manage Incident and Service Requests and devise solutions to resolve issues, escalate to Supervisor

if unable to resolve, both in compliance to response and resolution SLAs.

- Record all problems and their solutions in the Production Log File or Ticketing Tool and ensure problems follow-up

- Ensure customer KPI and SLA requirements are met

- Collaborate with the client’s product development and QA teams to test new features, functions, and specification changes

- Ensure Shift handover success

- Give feedback to the Supervisor

Job Details

Shift : office hours

Working days: monday to friday

Location :Sunway Visio tower, 55100 Kuala Lumpur

Job Requirements

• Excellent command of English in both verbal and written communication.
• Technical skills and computer knowledge with hands-on mentality.
• Excellent soft skills, verbal and written communication skills .
• Excellent listening skills.
• Ability to de-escalate calls in an effective manner.
• Ability to assess the customer and adjust communication style accordingly.
• Excellent interpersonal skill with ability to positively influence others.
• Strong problem solving skill/ ability to empathize with customers.
• Ability to effective multi task during and after calls and follow through in a timely manner.
• Strong attention to detail.
• Ability to work in a high stress environment, managing stress in a professional manner and without disruption to the operation, employee or customers.
• Ability to adapt to change of environment.