(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.