Full Job Description

Manage incoming calls from customers and ensure service is delivered within the required timeframes.
- Create and monitor task progress for all types of service calls in the system.
- Prepare quotation and invoice for networking charges for customer and shifting machine.
- Warranty out (Jobs assigned completed) daily job done by technicians from OBM system. Monitor in the OBM system for pending tasks which incomplete by month-end (for PM and for networking calls only).
- Ensure that a full understanding of the client's needs is obtained and used as a key driver to the matching of carers.
- Understand and deliver your KPI's and SLA's specifics.
- Ensure all system records are up to date and accurate (including billing and invoicing)
- To analyze and reports performance data on customer escalation trends and business improvement plans
- Proactively identifies issues and implements plans to resolve them.
- Completes operational requirements by scheduling and assigning administrative projects and expediting work results.
- Resolve escalated and complex customer issues on time by providing backup assistance to team members when needed.
- Identify and resolve problems that affect customer service quality and efficiency.
- Monitor Field Technicians’ service work status and Job-done of PM Calls, Fresh Calls and Urgent Calls to ensure work quality is met according to SOP.
- Update daily report for service calls received by nature, volume and technicians.
- Configurate, compile data analysis for the preparation of monthly Management Reporting.
- Liaise with other departments in order to complete service tasks assigned to technicians (Including shifting, per car service and contract termination).
- Any other ad-hoc tasks and assignments required by the Management.

**; Requirements: - Knowledge, Skills and Experience**:

- Min. Diploma holder in Business Administration or relevant field.
- A minimum of 3 years of proven experience in customer service leadership positions.
- Proficiency in Microsoft Office software.
- Excellent written and verbal Communication Skills.
- Good Reporting skills, managing processes and organization skills.
- A dynamic team player, with strong persuasive and interpersonal skills
- Strong presentation skills - ability to quickly, clearly and compellingly relay the story told by data through strong visual representation
- Prioritize and handle multiple tasks, often within short periods of time with frequent interruptions and considerable pressure due to immediate deadlines.

**Person Specification**:

- Positive attitude with customer service mindset, ability to work in a team and positive attitude.
- Meticulous and with great attention to detail.
- Demonstrate a good working attitude and interpersonal skills.
- Self-awareness, self-discipline and Confident person.
- Self-Motivated and Capability to handle tasks independently.

E-Document Solution Sdn Bhd

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