Training will be provided for job knowledge transfer.
Required to assist with onsite / remote installation of systems especially to new clients to assist for project readiness (travelling to overseas may be required).
Take up Standby shifts according to the duty roster to support users remotely.
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• Provide professional helpdesk support to corporate clients, ensuring a high standard of customer service.
• Respond promptly to customer inquiries and technical issues received via Email, WhatsApp, and phone calls.
• Log and manage support tickets accurately in the ticketing system, ensuring all complaints or requests are documented properly across different communication channels.
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MUST BE ABLE TO REPLY AND WRITE IN MANDARIN, WE MAINLY USING WECHAT AND WHATSAPP
To handle daily administrative duties such as customer registration, answering phone calls, responding to messages, and emails, scheduling delivery schedule for agent’s customers and remark notes if any special request
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Support technical helpdesk team and provide excellent customer service and resolve technical issues via calls and emails (to customers and operation organization)
Support product test, ensure test request deliver on time.
Operate the virtual studio system - to support technical training
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Support technical helpdesk team and provide excellent customer service and resolve technical issues via calls and emails (to customers and operation organization)
Support product test, ensure test request deliver on time.
Operate the virtual studio system - to support technical training
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Being a single point of contact on IT needs for Hong Leong Group entity Users through calls, emails and ticketing tool.
Manages every log assigned from first point of response, first level checks/support, routing/escalation to intended support groups, follow-ups to resolution timely meeting established service level standards.
Provide first level support to attempt first call resolution without the need to escalate to the next support level.
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Provide Tier 2/3 technical support, troubleshooting complex hardware, software, network, and system issues through phone, email, chat, and remote assistance.
Diagnose root causes using logs, system data, code review, and basic SQL queries; implement fixes, workarounds, and configuration changes.
Monitor and maintain IT systems, hardware, operating systems, applications, and network connectivity; assist in deployments, migrations, and integrations.
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If you are looking to excel and make a difference, take a closer look at us…
About Hong Leong Bank
We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.
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Handle walk-in, incoming call and email enquiries from the sales force, demonstrating excellent customer service skills to meet and exceed customer expectations.
Follow up on and resolve complaints, ensuring satisfactory closure within the agreed service standards.
Work closely with team members and leaders to achieve quality outcomes and productivity targets.
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