Provide Information, Respond to Complaints and Answer to customer Queries in a timely and accurate way, via phone, email, social media, and WhatsApp
Identify customer needs and help customers to use specific features, providing information about product special offering and ensuring positive service experience and customer satisfaction.
Analyse, report product malfunctions and escalate issues to relevant internal teams. (For example: by testing different scenarios or impersonating users)
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Manage the full monthly payroll process, ensuring timely and accurate salary payments.
Handle statutory submissions and payments, including EPF, SOCSO, EIS, PCB, Income Tax, HRD Corp, and Zakat, ensuring compliance with regulatory deadlines.
Prepare annual payroll documentation, including EA Forms and CP8D.
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Omnichannel Customer Support: Act as the first point of contact to provide accurate, timely, and friendly support via phone, email, WhatsApp, and social media.
Drive Customer Success: Guide our system users (Landlords, Operators, Merchants) on how to maximize specific platform features, highlighting special offerings to ensure a premium service experience.
Tech Troubleshooting & QA: Provide 1st-level troubleshooting for product and service issues. You will analyze, test (e.g., impersonating user scenarios), and accurately escalate system bugs to the relevant tech/product teams.
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Gather and prioritise product requirements from stakeholders and translate them into clear product strategy, specifications, user stories, and UI/UX requirements.
Actively participate in hands-on product development, including prototyping, feature testing, and close collaboration with developers during implementation
Work closely with cross-functional teams (e.g., engineering, marketing) to deliver high-quality products that meet user needs and business goals.
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Clear-to-Build (CTB) Ownership: Lead the weekly CTB process via Kinaxis RapidResponse, ensuring full visibility into a 13-week rolling demand across all Planned and Work Orders.
Scenario Modeling: Run advanced "What-If" CTB simulations to evaluate how unexpected, urgent orders impact manufacturing schedules and revenue.
Procurement Oversight: Monitor the PR-to-PO conversion pipeline; proactively resolve bottlenecks tied to tight lead times, revision updates, and End-of-Life (EOL) parts.
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