Customer Service Executive
Excel Force MSC Berhad
Petaling Jaya, Selangor, Malaysia
6 hari yang lepas

Answering Phone Calls

Responsible for answering phone calls, listening tentatively to the service log reported and assisting in trouble-shooting

Documenting Service Logs

Documenting service logs and assisting in resources allocation to ensure that the service level commitments are met

Email Reply

Provide immediate attention to customer’s problems, requests and follow ups with appropriate resolution

Liaise with Software Development Team

Liaise with Software Development Team to ensure client’s requests or concerns are promptly and properly addressed

Daily Monitoring

Daily monitoring of the performance of the client’s system application by close liaison with the data center personnel

Urgent Case

Recognize and take action when escalation and de-escalation is required for critical and urgent case within Service Level Commitment

Providing Feedback

Providing feedback effectively to supervisors and managers to ensure utmost customer satisfaction, i.e. to prioritise the severity of service requirement reported and ensure it is attended to effectively

Keep Track of Bug Fixing

Assist in keep track of bug fixing and version upgrades

Troubleshooting

Assist in reporting, troubleshooting, monitoring of the telecommunication lines, internet connections of customers and email facilities of the office

Training

Extensive familiarization and training on the product and its features will be provided

Requeriments

  • Candidate must possess at least a Diploma, Advanced / Higher / Graduate Diploma, Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Information Technology, Computer Science or equivalent
  • Call Centre or Helpdesk working experience in related field, preferably in financial industry will be an advantage
  • Good telephone communicational skill, courteous, responsive and attentive to customer’s queries
  • Good knowledge in IT hardware and software troubleshooting
  • Pleasant personality with excellent phone mannerism
  • Hardworking & reliable with solid work ethic
  • Absolute attention to detail and high quality standards
  • Ability to manage multiple projects to deadlines
  • Ability to deliver to short lead times with changing priorities
  • A team player, but able to work autonomously as projects dictate
  • A positive do whatever it takes to get the job done attitude
  • Willingness and ability to adapt to new technologies and concepts
  • Good command of English in both written and verbal
  • Candidate who speaks bilingual English / Chinese (Mandarin) is a plus
  • Applicant must be a Malaysian citizen
  • Fresh graduate are encourage to apply
  • Success candidates will be offered with attractive remuneration package
  • Full-Time position available
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