Customer Service (Technical Helpdesk)

Requirements

• Good Understanding of the related customer processes and work environment.
• Good knowledge of and experience in using the relevant tools and procedures.
• Native Speaker quality in required local language/primary language.
• Good English language skills (written and verbal)
• Experience in using MS Office products.
• Basic ITIL skills
• Knowledge in Banking and Retail industry preferred.
• Willingness to work in shift models (24/7), based on customer requirements.

Responsibility

• Contact point for customers in the context of specific services and escalation management.
• Proactively notify nominated customer/s or Internal stakeholders of potential issues that will impact on service performance and regular update these clients on call/Ticket/case status.
• Coordinating of the providers involved in the process on call level in cooperation with Supplier Manager.
• Act as a single point of contact for customer in terms of escalations. If required, organizes and lead/participate in a conference call to solve the issue and report progress to the customer and stakeholders.
• Reviews the performance of current delivery partners within service desk environment in cooperation with the supplier manager. Expectation is that the escalation manager acknowledges the e-mail and replies within 24 hours on a weekday to the escalation.

Benefits

Remunerations

• RM 3000-RM3500* monthly (Basic) - Relevant working experienced
• Allowances (Language, Shift, Parking, Dental & Optical, EPF/ SOCSO, etc…)*
• Training will be provided

Working hours

• 24/ 7 Rotational shift basis with 8 working hour daily
• Morning / Afternoon / Midnight shift
• 5 work days / week (including Public Holiday)
• 2 days off / week

Location

• Plaza 33, No.1 Jalan Kemajuan, Seksyen 13, 46200 Petaling Jaya, Selangor (Nearby Asia Jaya LRT - 10 minute walking distance)

Job Types: Full-time, Permanent, Contract
Contract length: 12 months

Pay: RM3,000.00 - RM3,500.00 per month

Benefits:

• Dental insurance
• Free parking
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development
• Vision insurance
• Work from home

Schedule:

• Rotational shift

Supplemental Pay:

• Overtime pay
• Performance bonus
• Yearly bonus

Application Question(s):

• What is your Nationality?
• What is your date of birth?
• What is your salary expectation?
• If you hired, what is your availability to join new company?

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Call Center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Language:

• Mandarin (Preferred)
• English (Preferred)