Helpdesk Report & Analyst

Purpose of the role:

A Helpdesk Report & Analyst’s role is to ensure a business’ customers receive outstanding support and all their needs are met. To oversee the customer support department’s day-to-day functions as well as establish standards and protocols to be used by the customer service team to promote customer satisfaction. To prepare an analysis reports to increase service level of performance based on bank agreement.

Working Relationships:

Internal: SBM Technical Support , SBM Repair Centre, SBM Spare-part Store, and Field Operations

External: Clients (Retailers and Bankers), and vendors

Key Accountabilities:

• Create ticket for Engineer call log in Skywalker system.
• Arrange PM Service for all customer and updates in PM Service report.
• Communicate with engineers for arranging SLM Calls and special tasks.
• Responsible for responding to customer/service providers thru emails and whatsapp for SLM Log calls.
• To track call report performance data for management analysis.
• Providing accurate information on services to customers.
• Ensure all SLA’s are met appropriately.
• Ensure customer satisfaction and provide professional customer support.
• Identify and escalate issues appropriately.
• Follow up on customer interactions.
• Plan and coordinate PM Service based on bank agreement.
• Review and verify for Bank Monthly Report.
• Analyzing problematic machines and repeated calls.
• Assist customer to provide service report.
• Prepare daily, weekly and monthly related reports to management

Formal Education:

• Possess at least a Degree in Business Studies or in any field related to the above role.

Experience:

• At least 2 - 3 years of working experience in customer service field.
• Fresh graduates are welcome to apply.
• Required Skills: Advance in Microsoft Excel and/or Google Sheet.

Personal Qualities:

• Able to work on shift hours (between 8am to 8pm), weekends and public holidays
• Good customer handling skills and complaint/difficult customer handling experience.
• Pleasant personality, proactive, good stress tolerance and ability to multitask.
• Possess an excellent spoken and written English with high initiatives and positive attitude.
• Pleasant attitude and personality and able to work independently with minimum supervision.

Job Types: Permanent, Fresh graduate

Pay: RM2,400.00 - RM2,600.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Schedule:

• Rotational shift

Supplemental Pay:

• Overtime pay
• Yearly bonus

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 1 year (Required)
• Analysis skills: 2 years (Required)
• Microsoft Excel: 2 years (Required)