Sepenuh Masa Customer Support Specialist (Mandarin & Cantonese) Jobs, salary up to MYR 3,500 in Telecontinent Sdn Bhd Petaling Jaya - Maukerja

Customer Relationship (external as well as internal)

• Guide customer according to solution trees and knowledge base to solve incidents and service requests (e.g. Password resets, SW configuration, etc.). If not successful inform customer about next steps.

• If necessary cancel a customer incident at customer's request or update the information in the ticket and answer on customer enquiries regarding status of request processing (e. g. Engineer Time of Arrival).

• Ensure high levels of customer satisfaction with individual calls.

• In dedicated cases provide briefing information to appropriate third party provider.

• Answer inbound customer calls, including detailed recording of the issue according to defined processes.

• Check if reported incident is covered by contract and also if caller information and address details are correct, then initiate defined actions.

• Transform tickets created by any Customer Service channel into the Ticket system.

• Retrieve customer agreement on cost coverage, if no contract exists.

• Identify and escalate situations requiring urgent attention.

• Inform Line Manager or dedicated IRM team in case of customer escalations.

• Provide detailed information on all performed activities to next appropriate level according to process definition. If incident is solved log all required debriefing information in the ticket according to process definition (incl. usage of service coder). In dedicated cases enter debriefing information from field services.

• Responsible for ensuring that the set KPIs are achieved.

• To update the call management system accurately and efficiently with call details, actions taken and resolution •To proactively monitor systems in order to pre-empt customer issues and calls

• To ensure high levels of customer satisfaction with individual calls

• Provision of added value services during non-peak times.

• If not successful in solving the ticket, forward to the next appropriate level.

• Usage of remote tools (where applicable) to analyze and resolve tickets.

• Answer “How do I Questions” for Hardware and Software in the customer environment.

• Enter correct spare part proposal by using individual product configuration details.

• Annual Leave
• Medical and Hospitalisation Leave
• EPF
• SOCSO
• Annual Bonus
• Training Provided
• Allowance Provided
• EIS
• 5 Working Days