Overview

• Salary

  4,930 MYR ~ 5,230 MYR

• Industry

  Software/Information Processing, IT/Telecommunications, Call Center, Manufacturing(Computer/Telecommunication)

• Job Description

  JOB PURPOSE
  This role is responsible for leading the customer service helpdesk operations, providing high-quality service delivery in line with defined SLAs and business objectives. Serves as a key contact for customers from Hong Kong, coordinating with internal teams, carriers, vendors, and external parties to drive timely resolution of customer and service issues.
  
  KEY RESPONSIBILITIES
  - Responsible for customer service helpdesk operations, including receiving, validating, and logging client requests, capturing the detail of the request.
  - Ensures high-quality service delivery in line with defined SLAs and business objectives.
  - Coordinate closely with internal teams, carriers, vendors, and external parties to drive timely resolution of customer and service issues.
  - Ensures the correct escalation procedure is followed on all critical calls and requests and assists with analyzing and interpreting the request to ensure the correct categorization and prioritization.
  - Works closely with colleagues to ensure the user is kept updated on the progress in relation to the resolution of the pending tickets / requests.
  - Take ownership of complex, high-impact, or chronic fault cases, including customer communication and root-cause follow-up.
  - Lead or support customer complaint investigations, ensuring issues are properly analyzed, documented, and addressed.
  - Ensures all relevant documents related to the tickets / requests are maintained, including the client's information.
  - Identify operational gaps, recurring issues, and process inefficiencies, and recommend improvement actions to supervisors or management.
  - Communicates in a professional manner, provide updates and ensure clients are aware of the actions that are being undertaken on their behalf.
  - Provides an administrative support service to the Managed Services Client Service Desk team.
  - Participate in special projects, service onboarding activities, and process enhancement initiatives as assigned.