ASSESSMENT
All applicants are invited to complete the assessment. Completing this assessment will allow you to distinguish yourself from other applicants. This would give all candidates an equal opportunity to shine.
Assessment link: https://shorturl.at/jqDO5
Key Accountabilities:
- Handling inbound inquiries via call/ email/ live chat in terms of accuracy, quality service performance and conformity to company policies and procedures
- Performing outbound call for technical assistance (username & password / general technical) received via voicemail/ live chat/ email.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions if required
- Serve as the first point of contact for technical assistance on username and password / general technical issue.
- Record inquiries, cases, and resolutions in the ZohoDesk or other application as assigned by the superior / team leader
- Determine 1st level solution based on general technical issue.
- Perform technical escalation to the next level (IT personnel) for resolution.
- Undertake other such reasonable duties as required by the Management
Qualifications:
- Bachelor's Degree in IT, Computer Science, Business Administration, or a related field preferred
- Experience in Call Centre, Technical Helpdesk, Customer Service or other related field
- Tech savvy with working knowledge of office automation products, databases, and remote control
- Good understanding of computer systems, mobile devices, and other tech products
- Excellent in written and spoken Bahasa Malaysia / English
- Customer-focused and a natural problem solver Relationship builder - ability to communicate and influence effectively at all levels for process improvement.
- Excellent with Call Centre / Customer Service Operation, Microsoft Office, and CRM Applications
- Strong analytical, problem solving and operational skills.
- Effective team player and networking skills.
- Experience or exposure in Customer Experience Measurement (CSAT/ NPS)
Kindly be advised that due to the high number of applications we receive, only candidates who have been shortlisted will receive notifications regarding the status of their applications. We sincerely appreciate your understanding and patience as we carefully review each application.
