Partner Support Agent - Telco Company

You are: 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: Answer incoming calls in a timely manner. Resolving 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 through web portal and resolve them within SLA. Log case in tool provided on calls and email attended to track productivities. Your Merits: 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. Salary: RM1800 - RM2000 + Allowances up to RM800