Technical Customer Service (Relocate to Malaysia)

Job Description

Location: KL Sentral, Malaysia

Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Job Requirement

Candidate Profile

• Atleast Diploma or Degree (IT/ Computer Science/ Engineering)
• Good English Command (B1 or B2)

Working hours

• 9 hours shift from 7 a.m. to 7 p.m.
• Rotational Weekly Off (5 working days a week)