CUSTOMER SUPPORT ASSOCIATE - BANGSAR SOUTH CITY, K.L

DESIGNATION

Customer Support Associate – Agent Level

LANGUAGE PROFICIENCY

Candidate must be Fluent in “Mandarin OR Cantonese” and “English”

Note: Candidates with multiple language proficiency can also apply

NUMBER OF OPENINGS

50

LOCATION

Bangsar South City, Kuala Lumpur, Malaysia

ROLE

To maintaining effective and timely communication with engineers.
Ensuring the correct and timely closure and completion of all work orders.
Follow Global Call Management tools, process and procedures as documented.

Responsibilities:-

Responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or customer responsibility.
Responsible for answering, commenting and replying to inquiries.
Responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.
Support the activities of the Customer Engineers (CEs) assigned to him/her or within a particular geographic region or territory.
To plan, prioritize, assign and monitor all open work orders for the CEs.
Accept ownership of work orders routed to the Call Centre Monitoring and controlling all outstanding work orders within specific geographical areas as assigned.

REQUIREMENTS

Diploma or Degree in any discipline
1 – 5 years’ experience in the area of Customer Service and Support preferred
Good understanding of Hong Kong, Taiwan, China geographical areas and ability to utilize mapping tools for assigning work orders
Understanding of Windows-based applications/tools
Relationship building skills
Proficient in MS Office
Excellent communication skills, verbal and written as well as listening skills
Proficient in Mandarin or Cantonese and should be able to Read, Write, Speak.
Able to work on shift rotation (24 x 7), weekend and public holidays