Responsibilities of the Role:
- Own and resolve day-to-day service issues as highlighted by or relevant to Project Service Providers.
- Act as a first point of contact for vendor operations, ensuring communications are actioned in a timely and effective manner.
- Provide regular and accurate operational and performance reporting to Project Service Providers.
- Maintain governance and audit processes targeted to Project Service Provider KPI achievement and management of cost.
- Manage penalty programs for parts non-return.
- Ensure accuracy of Project Service Provider bonus and pay for performance programs.
- Ensure Project Service Providers are compliant with certification and training programs.
- Proactively identify and act upon opportunities related to customer experience and satisfaction in Service Delivery.
Troubleshooting / Critical Thinking:
- Successfully communicates with others to gather information and learn about their needs and expectations.
- Has demonstrated the ability to ask probing questions.
- Can define the concept of solution delivered on first contact and articulate that the solution could be one or more of the following:
- Document and close the call according to the training program.
- Consult a Level 1.5 or other resource for additional help or ‘consult’.
- Escalate to a Level 2 or other resource per Buyer policy.
- Demonstrated ability to follow the identified workflow and troubleshooting process to resolve an issue.
- Demonstrated ability to have empathy with Customer’s situation and to address Customer’s emotional needs (in order to get to a point where the technical need can be resolved).
- Demonstrates good attendance and sees tasks through to completion.
- Willing to do detailed or routine work necessary to achieve results.
- Demonstrated ability to use logical and non-linear troubleshooting techniques to resolve the root cause of a problem.
- Demonstrates understanding and commitment to protecting Customers’ privacy and information.
- Executes policy and procedures to resolve issues and offering suggestions to Customer within his/her defined support boundaries.
- Escalates problems that are beyond his/her scope for resolution.
- Ability to take responsibility for and manage own learning to achieve stated goals in a timely manner.
- Responsible for efficiently and effectively solving issues presented by Customers over the phone, email, chat, paper mail or web site.
Requirements for the Role:
- Degree, Diploma, or an equivalent professional qualification.
- Fresh graduates are encouraged to apply.
- Dynamic, highly motivated, and result oriented team player with good interpersonal skills.
- Ability to work in a challenging environment with good initiative and able to work independently.
- Ability to manage multiple customer communication channels and resolve issues promptly.
- Proficient in both spoken and written English language.
- Previous experience working in similar technical support role with demonstrated sales capabilities.
- Background in Data reporting or data Analyst and excellent in MS Excel.
- Demonstrate ability to take ownership of Customer issue and follow-up with Customer to ensure a successful resolution and delightful experience.
- Attention to detail with Customer and case documentation.
The Package:
- Attractive Salary (RM3,000 – RM4,000).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
- Working Location: Damansara Uptown.