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Partner Support Agent

RM 1,800 - RM 2,000 / Per Mon


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

  • Answer incoming calls in a timely manner from client / business partners.
  • Resolving clients 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 stakeholders through web portal and resolve them within SLA.
  • Log case in tool provided by client on calls and email attended to track productivities.

(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.

    (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.

  • A competitive salary with performance-related pay and allowances.
  • A bright, modern, and exciting place to work with excellent facilities.
  • Great work culture and supportive colleagues.
  • Career growth opportunities.
  • Annual reward and recognition events.
  • Medical benefits.