Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
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Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
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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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Demonstrate leadership and sound business acumen, showing consistency among principles, values and behaviour, thus building the trust and confidence of customers and business partners and following through on commitments
Compliance to all policies, procedures and ethical standards
Attending to phone calls, self-service tickets and emails relating to business issues and to escalate issues appropriately using hierarchical and functional escalation guidelines.
Monitor and ensure audit trail of all incidents/cases logged through the use of required tools. Manage incidents/ tickets ensuring speedy resolution within the SLA's timeframe.
Prepare reports and statistical analysis of data mined and gathered from the ticket logging and tracking system.
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Assist the overall Technical Support process and procedures
Support and attend to all customer calls and emails in a professional and courteous manner as well as providing advice and support in timely manner
Support effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats, and voicemail) with customers
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Assist IT Area Manager in executing IT tasks assigned for a specific business units.
Assist Local IT in executing routine and repetitive tasks such as contacting and pushing end users in patching, upgrading their computers.
Assist Local IT in fulfilling IT tasks that fall under Local IT’s responsibilities such as setting up computer, managing IT equipment and lifecycle of the equipment.
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Act as a single point of contact for phone calls and tickets from employees concerning IT issues and queries.
Provide 1st and 2nd level support - troubleshoot and resolve IT related problems form software to hardware, such as Microsoft Windows 10 & above and Microsoft Office 365, laptops, desktops, printers, mobile devices, network connection.
Handle IT support phone calls and tickets within SLA defined.
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Act as a single point of contact for phone calls and tickets from employees concerning IT issues and queries.
Provide 1st and 2nd level support - troubleshoot and resolve IT related problems form software to hardware, such as Microsoft Windows 10 & above and Microsoft Office 365, laptops, desktops, printers, mobile devices, network connection.
Handle IT support phone calls and tickets within SLA defined.
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Serve as the primary customer contact point, developing and maintaining strong relationships with customers and business vendors to deliver a positive and consistent customer experience
Support the sales team in managing and coordinating sales activities, including lead generation, customer follow-up, and sales reporting, to ensure pipeline visibility and timely execution
Ensure all sales-related documentation, including contracts and proposals, is accurate, complete, and maintained up to date at all times
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Serve as the primary customer contact point, developing and maintaining strong relationships with customers and business vendors to deliver a positive and consistent customer experience
Support the sales team in managing and coordinating sales activities, including lead generation, customer follow-up, and sales reporting, to ensure pipeline visibility and timely execution
Ensure all sales-related documentation, including contracts and proposals, is accurate, complete, and maintained up to date at all times
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As part of your trainee program, you will be assigned to IT functions at Evonik Industries AG and get to know the spectrum from Digitalization Strategy, Demand IT, IT Products and Delivery IT to Data & Analytics.
You will also have involvement in topics such as Cyber Security, Cloud, Supply Chain Operations.
You will gain an insight into the operational business and get to know the strategic side of our IT
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Provide Level 2/3 application support for core business systems — ERP, CRM, HRMS, and other core platforms — including troubleshooting, root-cause analysis, and resolution.
Serve as escalation point for issues that cannot be resolved at Level 1, and coordinate with application vendors and third-party support where required.
Investigate and resolve data, configuration, workflow, and integration issues across connected systems.
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