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Specialist - Quality and Customer Experience and Learning and Development
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Job Description
The Role:
- Responsible for ensuring high-quality customer interactions, monitoring performance, and implementing continuous improvement initiatives.
- Supports staff development through training and coaching, while acting as a bridge between quality management and learning initiatives.
The Responsibilities of the Role - Total Quality Management (TQM):
- Analyzes problems, identifies alternative solutions and project consequences of proposed actions and implements recommendations in support of goals.
- Responsible towards managing clients’ expectations in regard to quality framework, process design and implementation.
- Identifies opportunities for improvement, develops recommendations and assists whenever relevant in the implementation of continuous improvement, corrective and preventive actions for the Customer Experience Team.
- Responsible towards ensuring that set performance targets of the Specialist – Quality & Customer Experience are achieved on a regular basis.
- Ensuring all monthly Quality Monitoring reports are accurate and sent to Clients and Operations Management within the set timelines.
- Conducts quarterly, monthly, weekly and/or daily audits and feedback on the performance, integrity and quality of the output of Specialists – Quality & Customer Experience.
- Evaluates effectiveness of quality improvement initiatives conducted within the project environment.
- Works closely with project representatives to identify/resolve quality related issues.
The Responsibilities of the Role - Learning and Development (L&D):
- Ability to conduct Training Needs Analysis for respective projects/departments, in consultation with departmental heads, including assessment methods and measurement systems.
- Design training courses and programs necessary to meet training needs or manage this activity via external providers (e.g. Academy, HR workshops etc.).
- To assist in the delivery of products and/or services knowledge to staff, as and when required.
- Plan, develop and implement strategy for staff training and development, establish and maintain appropriate systems/reports for measuring necessary aspects of staff training, development and effectiveness.
- Monitor, measure and report on staff training and development plans and achievements within agreed formats and timescales.
- Liaise with other functional/departmental managers to understand all necessary aspects and needs of staff training and development, and to ensure they are fully informed of staff training and development objectives, purposes and achievements.
- Maintain awareness and knowledge of up-to-date staff training and development theory and methods and provide suitable interpretation to Head of Dept and Clients.
- Manage a team of trainers to perform and deliver to agreed targets and timelines, according to the needs of the organization.
- Ensure all necessary processes & procedures are adhered to consistently and documented, compliant to audit requirements. E.g.: SCP & ISO.
The Responsibilities of the Role - Operations:
- To support and assist operations as and when required
Skill Requirements:
- Proficient in MS Office and Contact Centre related systems and applications.
- Good command of speaking English, Bahasa Malaysia and Mandarin and written English, Bahasa Malaysia. Good command in written Mandarin will be a plus.
- Typing speed of 50 characters or more per minute and familiar with MS Office.
- Graduates from college or above, related professional on electronically is preferred with background in Electronics, communications, economics, management, etc.
- Dealing with and being able to communicate and adapt to different people and diverse personalities with a view to improving quality performance.
- Multi-tasking and working around scheduled deadlines within a constantly changing and dynamic environment.
- Prioritizing their daily tasks and responsibilities according to set and requirements.
- Ability to ascertain training needs and initiate necessary action to fill gaps between expected and existing levels of knowledge and skills
The Package :
- Attractive Salary up to RM4,700
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Entry Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Specialist - Quality Assurance (Mandarin and Cantonese Language Support)
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Job Description
The Role:
- As QA Specialist, your role is to act as a quality assurance specialist ensuring that processes and customer communications are of high-quality standards.
- You will be accountable on monitoring and improving the overall customer experience while following the set standards and high level of customer service.
The Responsibilities of the Role:
- Developing, maintaining, training and coaching the agents to enhance overall customer support.
- Process review for improving the call flow efficiency and quality of call center agents (voice and e-services).
- Track all the pain points relating to customer experiences, monitor the trends and provide report for improvement.
- Suggest or provide process opportunities and enhancements based on collected pain point data trends.
- Identify areas for service improvement that affects customer’s experience including but not limited to top DSAT contributors.
- Provide investigation, root cause analysis and case chronology when needed.
- Support service quality improvements including QA audits, QA/OSAT review, reporting and process enhancements.
- Provide feedback to the TSM/CC manager for any opportunities on improvement.
- Prepare and be part of R&R programs, arrangements and promotions.
Skill Requirements:
- Degree, Diploma or an equivalent professional qualification.
- A high degree of integrity and professionalism with leadership traits.
- Minimum 12 months in the current position with excellent disciplinary and performance track record.
- Dynamic, highly motivated and result oriented team player with good interpersonal skills.
- Ability to work in a challenging environment with good initiative and able to work independently.
- L2.0 Technical expertise is an advantage.
- Excellent command of spoken, written in English, Mandarin and Cantonese.
The Package :
- Attractive Salary (RM4,500 – RM6,500).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Specialist - Technical Support (Korean Language Support)
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Job Description
The Responsibilities of the Role:
- Handling Voice/ Non -Voice customer, including detailed recording of the issue according to defined processes.
- Identifies the cause of hardware/software faults and provides a solution or dispatch onsite engineer with part to resolve the issue.
- Advises & educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues.
- Responsible for ensuring that the set KPIs are achieved.
- Create a case in ticketing system, monitoring and drive the case until closure.
- To update the ticketing system accurately and efficiently with call details, actions taken and resolution.
- To ensure high levels of customer satisfaction with individual calls.
- If not successful in solving the ticket, forward to the next appropriate level.
- Usage of remote tools (where applicable) to analyze and resolve tickets.
- Ad-hoc tasks such as queue monitoring, light reporting and projects covering different time zones of regions.
Skill Requirements:
- Proficient in English and Korean language (spoken and written).
- 1+ years of experience in Client Technical Support roles.
- Experience with software support for UEM, MDM, Enterprise antivirus, Microsoft CSP.
- Experience within IT Services and Working with Field Service Providers.
- Working Knowledge of Windows Operating Systems and MS Products.
- Technical Knowledge of the client (Notebook, Desktop, & Tablets).
- L1 Technical Support: troubleshooting to resolve, service desk handling & coordination
The Package :
- Attractive Salary (RM8,500 – RM10,000)
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Specialist - Service Delivery Coordinator (English Language Support)
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Job Description
The Responsibilities of the Role:
- Monitor and track field service activities end to end including turnaround time, parts request, parts usage, repeated repair, onsite scheduling, customer feedback and process compliance.
- May require making outbound calls to customers when needed to validate the info provided by vendors.
- Support Service Delivery Manager (SDM) in analyzing root cause for exceptional incidents and performance issues, define corresponding action and executing and tracking actions to drive for performance improvement.
- Prepare regular reporting and analysis (daily, weekly and monthly) for Service Delivery Manager’s review and for vendor’s action. (e.g., Open Cases Report, Field Service Performance Analysis, Customer Satisfaction Survey Analysis, Unusual activities report, vendor compliance report, etc.).
- Manage and track escalations from Field Service vendors or escalations from other parties related to Field Service.
- Hold regular meetings with vendors for business reviews, forums and ad hoc discussions.
- Conduct vendor training for new vendors.
- This role requires working hours aligned with the Australia (AEST/AEDT) and New Zealand (NZST/NZDT) time zones, ensuring real-time collaboration with our team and stakeholders.
Skill Requirements:
- Minimum 3-5 years of direct experience in Vendor Management.
- Knowledge in PC technology, MS Windows and common applications in Windows.
- Strong proven skill in using Excel Pivot Table and Excel formulas for data analysis.
- Knowledge of SQL, MS Access, Qlik Sense and Power BI are an advantage.
- Logical thinker, fast learner, good analytical and problem-solving skills.
- Able to organize and prioritize in a fast paced, dynamic work environment.
- Interpersonally savvy and proactive.
- Able to work in a TEAM environment and willing to contribute to achieve company objectives.
- With either one job experience: Technical support or Case management.
- Excellent interpersonal and communications skills.
- Excellent and effective communication skills at all levels - written and verbal.
- Must be fluent in English (R,W&S).
The Package :
- Attractive Salary (RM4,500 – RM6,000).
- Performance related bonus for confirmed Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
NestJS Developers (Backend)
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Job Description
The Responsibilities of the Role:
- Design, build, and maintain backend services using NestJS / Node.js.
- Develop secure and scalable RESTful APIs and GraphQL endpoints.
- Integrate backend services with MongoDB, ensuring efficient queries and indexing.
- Implement authentication/authorization (JWT, OAuth2, SSO).
- Collaborate with front-end developers to deliver seamless end-to-end solutions.
- Participate in architecture design discussions for microservices and distributed systems.
- Write clean, maintainable code with unit and integration tests.
- Troubleshoot and optimize performance, scalability, and reliability issues.
- Work closely with DevOps to manage CI/CD pipelines and deployments.
Skill Requirements:
- Minimum 3+ years of backend development experience with NestJS/Node.js.
- Strong experience with MongoDB (schema design, performance tuning, aggregations).
- Knowledge of TypeScript and modern ES6+ JavaScript features.
- Solid understanding of microservices architecture and service-to-service communication.
- Experience with API security best practices (rate limiting, encryption, tokens).
- Familiarity with Docker, Kubernetes, or AWS services.
- Strong understanding of CI/CD pipelines (GitHub Actions, Jenkins, GitLab CI, etc.).
- Excellent problem-solving skills and ability to debug complex issues.
- Strong communication and teamwork skills.
The Package :
- Attractive Salary (Up To RM9,000).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
React or Angular Developer (Frontend)
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Job Description
The Responsibilities of the Role:
- Develop modern, responsive, and high-performing user interfaces using React and Angular.
- Collaborate with backend developers to integrate APIs and microservices.
- Build reusable UI components, hooks, and state management (Redux, NgRx).
- Ensure cross-browser compatibility and mobile responsiveness.
- Optimize front-end performance (lazy loading, caching, code splitting).
- Apply secure coding practices for handling authentication and user data.
- Conduct code reviews and ensure adherence to frontend best practices.
- Work closely with designers/UX teams to implement clean, user-friendly interfaces.
Skill Requirements:
- Minimum 3+ years of frontend development experience with React and Angular.
- Strong proficiency in JavaScript/TypeScript, HTML5, CSS3, and modern frontend build tools (Webpack, Vite, etc.).
- Experience with state management libraries (Redux, NgRx, Context API).
- Solid understanding of RESTful APIs and GraphQL integration.
- Familiarity with Jest, Cypress, or similar testing frameworks.
- Experience working with Git, CI/CD, and Agile teams.
- Strong problem-solving, debugging, and UI performance optimization skills.
The Package :
- Attractive Salary (Up To RM9,000).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Manager - Service
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Job Description
The Responsibilities of the Role:
- Implement and test standard to complex voice, signaling, messaging and mobile data service solutions meeting customer demands (service activation).
- Participate in the network maintenance activities (Software upgrade, migrations) and handle network alarms till the fix (network repair), sometime in collaboration with the network vendor.
- To implement and test standard to complex Signaling, messaging and mobile data service solutions meeting customer demands.
- You are the subject matter expert on all Signaling, Messaging and mobile IP products and services.
- You must be capable of working independently as well as taking directions to accomplish both short term and long-term objectives. In depth OSI layer stack, data network knowledge is required for this position.
- Work closely with customers and internal resources to effectively manage customer expectations and satisfaction.
- Communicates with the team members and answers their questions.
- Manages all problems of the team in a closed loop.
- Must have the sense of time management, performs time planning for each type of business, and exports business schedules.
- Support the Contact Centre in achieving its agreed service levels, Quality Standards and any other KPIs as communicated by Operations.
- Daily operational review of individual desk and able to provide justification for failures (if any).
- Respond to questions from all members in a timely and professional manner, regardless of their skill level, attitudes, requests, or demands.
- Provide topics of discussion to maintain the natural flow of the message.
- Collaborate with other departments to manage reputation, identify key players and coordinate actions.
- Conduct regular team meetings and buzz sessions to ensure that two - way communication is maintained between team members and management.
Technical Skills:
- Strong skills in technical troubleshooting.
- Proficiency in a multi-system environment.
- Basic web-based application skills including Internet navigation and search experience on a computer.
- Basic Personal Computer (“PC”) skills.
- Functional understanding in networking. This includes hardware and software for networking.
Personal Quality Requirements:
- Possessing strong organizational and coordination skills, the ability and methods to effectively motivate the team, and good management and communication skills.
- Experience of report preparation and good writing skills are required.
- Clear utterances and good expression skills; strong logical thinking ability; hardworking and strong sense of accountability; good teamwork and service consciousness; a strong communication and expression ability, and the competence to play by ear; as well as good organizational and coordination skills, and the ability to work under pressure.
Skill Requirements:
- Candidates will need in depth knowledge of the signalling STP/SCCP connectivity, activation, testing and reporting.
- Strong knowledge of IP routing protocols as a whole, IPVPN, MPLS, QoS, BGP, and a working knowledge of transport networks.
- Moving around in the OSI 7-layer stack from Layer1 to the application layer.
- Mobile messaging SMS P2P and A2P knowledge is highly desired.
- Validate, test and deliver the service with customers.
- Interconnect customers on various IP services (GRX, IPX Transport (4G and 5G) L3VPN, SIGTRAN, LTE, DRA SMS).
- Interact with our Service Fulfilment department in other regions around the globe.
- With our design department and Service Delivery Managers, you ensure customer projects are implemented according the defined high- and low-level design.
- Very strong customer focus.
- Good analytical skills and problem-solving skills.
- Able to take initiative, flexible and stress resistant.
- Team spirit, good collaboration with others.
- Excellent communication skills in English, both written and spoken.
- Able to follow and adapt to fast moving technical environment.
- You master IP routing (Cisco certification is a plus).
- You have experience with Mobile data network. (GPRS / GRX / GTP protocol).
- You are very interested to work in a service provider environment.
- You are creative, result-oriented and you can demonstrate hands-on problem-solving skills.
- Degree in electronics, informatics or telecommunication, or relevant work experience in a network service provider environment.
The Package :
- Attractive Salary.
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Senior Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive - Finance (Compliance)
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Job Description
The Responsibilities of the Role:
- Assist in the preparation of balance sheet schedules and journal vouchers for monthly account closing activities.
- Maintain the fixed asset register, calculate monthly depreciation, and record gains or losses on asset disposals.
- Prepare full sets of monthly financial statements for subsidiary companies, including account reconciliations, tax computations, and supporting analysis reports for management review.
- Compile, verify, and process staff claims on a monthly basis in accordance with company policies.
- Perform data entry for daily cash and bank collections accurately and in a timely manner.
- Record petty cash transactions and ensure proper documentation and approvals.
- Conduct monthly bank reconciliations to ensure accuracy and completeness of financial records.
- Monitor and update daily foreign exchange rates for accounting purposes.
- Perform any other ad hoc tasks or duties as assigned by the line manager, to support the finance and accounting functions.
Skill Requirements:
- Strong attention to detail and accuracy.
- Good problem-solving and communication skills.
- Proficient in Microsoft Excel and accounting software is an added advantage.
- Able to meet deadlines and manage financial tasks efficiently.
- Willingness to learn and take on new tasks as needed.
- Diploma or Degree in Accounting or a related field.
The Package :
- Attractive Salary (RM2500).
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Entry Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive - Follow Up
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Job Description
The Role:
- Executive - Follow Up is responsible for supporting the full lifecycle of student application processes. This role focuses on managing cases that require corrections, clarifications, or additional documents from institutions of higher education. The position involves liaising with internal departments and external stakeholders to ensure timely resolution, accurate documentation, and smooth progression of applications in line with established policies and service standards.
The Responsibilities of the Role:
- Verify that additional documents submitted to the front desk are forwarded to the Follow Up team daily.
- Contact and Notify IHE for resubmission of additional documents.
- Handling and vetting urgent cases given by the clients.
- Keeping track of all prepared document that are ready for scanning.
- Update and maintain statuses for additional documents, rejected documents, and notifications to IPTS in the internal system.
- Undertake any other admin task assigned by the Assistant Manager or any other superior from Operations when is required.
- Highlight to line manager for any system downtime.
- Prepare additional documents relevant to the Follow Up process.
- Handle queries related to the Follow Up process at the front desk (including direct interaction with external parties when required).
- Collaborate with internal departments to ensure all applications and supporting documents are in place and progressing smoothly.
- When operational needs arise, management may require the agent to stay back and complete all assigned duties.
Skill Requirements:
- MINIMUM SKILLS REQUIRED:
- Able to read, write and speak in English and Bahasa Malaysia.
- Basic Computer knowledge: MS Office (Word, Power Point & Excel).
- Good multitasking ability.
- Customer service oriented.
- Willingness to learn and fast learner.
- Ability to work in a fast-moving environment.
- EDUCATION
- Minimum Diploma with prior related working experience (preferably minimum 1 year experience in contact centre) or equivalent combination of education and experience.
- EXPERIENCE
- Basic Computer knowledge: MS Office (Word, Power Point & Excel).
- Highly proficient in spoken and written English and Bahasa Malaysia.
- Display excellent communication and willingness to learn/fast learner.
- Able to work as a member of a team independently.
The Package :
- Attractive Salary up to RM2,500.
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur.
Employment Type :
- Full Time.
Vice President - Digital Marketing
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Job Description
The Responsibilities of the Role:
- Strategy & Planning
Define the digital marketing vision and roadmap. Develop strategies that align with Scicom’s corporate goals across CLM, GovTech, AI, and DES. Set OKRs, allocate budgets, and present quarterly outcomes to the COO and ELT. - Website, SEO & Content
Manage the Scicom website as a mission-critical asset, ensuring performance, accessibility, and compliance. Lead SEO strategy, content systems, and localization. Guarantee Lighthouse scores ≥90 and WCAG 2.2 AA compliance. - Performance Marketing & Campaigns
Deliver integrated demand generation: paid media, ABM, retargeting, lifecycle programs, and multi-channel campaigns tied to HubSpot CRM. - Data, Analytics & Optimization
Lead GA4 and BI dashboard implementation. Analyze funnel conversion (MQL→SQL→Revenue), optimize CAC/LTV ratios, and oversee experimentation (A/B testing, CRO). - Brand & Governance
Ensure Scicom’s brand is consistently applied across digital channels. Manage awards, public recognition, IR digital assets, and Careers branding. Uphold compliance with PDPA, ISO, and global standards. - Team Leadership & Vendor Management
Build and coach a multi-disciplinary team. Manage agency relationships and Martech vendors. Establish operating procedures, performance reviews, and succession planning. - Client Engagement & Project Delivery
Partner with clients on digital marketing initiatives that Scicom undertakes on their behalf, ensuring solutions are aligned with client objectives, industry standards, and regulatory requirements. Provide strategic direction and oversight for client-facing digital campaigns, website enhancements, and performance marketing programs, ensuring measurable outcomes and ROI. - Act as a senior point of contact for clients, representing Scicom’s expertise in digital transformation, marketing technology, and analytics. Collaborate with internal teams and external vendors to design, execute, and optimize client projects, while upholding Scicom’s governance, brand standards, and quality assurance frameworks. Translating client business needs into actionable digital strategies, balancing innovation, scalability, and compliance within B2B and B2G environments.
- Risk & Resilience
Oversee marketing risk registers, data privacy, vendor continuity, and ensure rapid response plans for digital incidents or reputational risks. - Governance of Tactical Execution (cross-cutting)
Ensure governance, quality standards, and accountability across tactical marketing functions (content calendars, SEO optimization, social media publishing, paid campaign execution, and reporting), with execution delegated to managers and specialists.
Oversight of Tactical Execution Areas:
- Content Operations: Content calendar planning, copywriting, editing, localization, and adherence to brand tone across digital channels.
- Website Updates: Page builds, campaign landing pages, SEO metadata, accessibility compliance, and analytics tagging.
- Social Media: Publishing schedules, monitoring engagement, managing partner/employee advocacy content, and paid social optimization.
- Search & Paid Media: Daily management of paid search, display, and retargeting campaigns, ensuring keyword strategy and conversion goals are met.
- Campaign Reporting: Weekly/monthly reporting on KPIs, channel performance, and optimization recommendations using GA4, HubSpot, and BI tools.
- Marketing Technology: Day-to-day operations of CMS, marketing automation tools, and consent/compliance platforms.
Director-Level Expectations:
- Provide significant input into function-wide strategic initiatives, contributing to policy and procedures for digital growth.
- Lead complex, business-wide projects such as the Website Revamp Program and Investor Relations Digital Transformation.
- Act as a deep technical expert in marketing technology, influencing decisions beyond the marketing function.
- Lead the direction of team, embedding a high-performance culture aligned with Scicom’s values.
- Represent Scicom as a principal contact for agencies, platforms, regulators, and industry bodies.
- Train, guide, and coach less experienced specialists across the business.
Requirements for the Role:
- Degree in Marketing, Business, or Technology; MBA preferred.
- 15+ years in senior digital marketing leadership roles with global remit.
- Proven ability to deliver pipeline contribution (35%+ sourced or influenced by digital).
- Mastery of SEO/SEM, paid media, CRO, analytics, marketing automation, and MarTech stack integration.
- Technical fluency to engage with engineers and clients on GovTech platforms, AI/ML in CX, and DES solutions.
- Experience in B2B/B2G marketing within regulated industries.
- Strong commercial acumen and executive-level stakeholder engagement skills.
Competencies and Behaviors:
- Leadership – Listen authentically, energize and inspire, align across the enterprise, develop others.
- Integrity & Compliance – Demonstrates Scicom values of Respect, Integrity, Service, Excellence, Stewardship.
- Commercial Acumen – Manages budgets with ROI discipline, translating marketing activities into revenue impact.
- Innovation – Scans the evolving digital ecosystem, integrates new platforms and methods to maintain competitiveness.
- Resilience – Exercises sound judgment in complex and sensitive situations.
The Package :
- Attractive Salary.
- Medical and hospitalization coverage.
Experience Required :
- Senior Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Assistant Manager - Business Analyst
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Job Description
The Responsibilities of the Role:
- 1. Requirement Elicitation & Documentation (40%)
• Engage with business stakeholders to understand objectives, challenges, and opportunities.
• Conduct workshops, interviews, and surveys to gather requirements.
• Document business requirements, user stories, and acceptance criteria in a clear and structured way.
• Ensure requirements are complete, consistent, and approved by stakeholders. - 2. Business Process Analysis & Improvement (20%)
• Analyze existing workflows, processes, and pain points.
• Identify gaps or inefficiencies and propose business-focused improvements.
• Develop process flow diagrams and “as-is / to-be” process models.
• Recommend business rule changes or process optimizations (without prescribing technical solutions). - 3. Solution Alignment (10%)
• Act as the voice of the business during solution discussions.
• Ensure proposed system changes or enhancements align with business requirements.
• Validate that functional specifications created by system analysts reflect the agreed business needs.
• Support prioritization of features based on business value and impact. - 4. Stakeholder Communication & Facilitation (10%)
• Serve as the primary liaison between business users and technical teams.
• Facilitate requirement clarification and decision-making with stakeholders.
• Present findings, requirements, and options in business-friendly language.
• Build consensus among stakeholders with differing priorities. - 5. Support for Delivery & Adoption (20%)
• Provide clarification to project managers, system analysts, and developers during execution.
• Support business stakeholders in preparing for User Acceptance Testing (UAT), focusing on validating that business needs are met (without direct test execution).
• Assist in change management by preparing documentation, training material, and business FAQs.
• Gather feedback post-implementation to ensure business objectives are achieved.
• Requirements Traceability Matrix (RTM) – Links business requirements to system design and testing.
• Gap Analysis Document – Identifies differences between current state and desired solution.
• User Journey Maps / Personas – Helps visualize end-user needs and interactions.
Skill Requirements:
- Educational Background / Work Experience:
• Bachelor’s degree in Business Administration, Information Systems, or a related discipline.
• 3 – 5 years of experience as a Business Analyst or similar role. - Key Competencies / Skills:
• Excellent communication, facilitation, and documentation skills
• Strong analytical and critical-thinking ability.
• Ability to translate business concepts into structured requirements.
• Skilled in stakeholder engagement and consensus-building.
• Organized and detail-oriented, with strong documentation ability.
• Adaptability and openness to change. - Foreign Language Proficiency:
• An additional foreign language skill (Urdu, Bengali, Vietnamese, Indonesian, Hindi, Arabic and other African languages) is an added advantage as project implementation requires. - Added Advantages:
• Proficiency with tools such as Jira, Confluence, MS Visio.
• Basic knowledge of SQL and data analysis.
• Professional certifications (e.g., IIBA CBAP/CCBA, PMI-PBA, Agile BA).
The Package :
- Attractive Salary (RM5,000 – RM9,000).
- Housing Allowance (RM500).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Mid-Senior Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Manager - Software Engineering
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Job Description
The Responsibilities of the Role:
The Manager - Software Engineer with strong expertise in OpenMage/Magento 1.x to focus on eCommerce development. This role combines hands-on coding responsibilities with managerial duties, ensuring the team delivers high-quality, upgrade-safe solutions while adhering to strict coding standards and Magento architecture principles.
The candidate will act as both a technical expert and a people manager, driving best practices, mentoring developers, and aligning development work with business objectives. Our ideal candidate will have proven industry experience and possess the following skills:
- Develop, customize, and optimize OpenMage (Magento 1) modules, extensions, and themes.
- Maintain and extend existing systems without compromising Magento’s core system integrity or upgrade compatibility.
- Ensure all custom development aligns with OpenMage's coding standards and architecture.
- Perform code reviews, enforce strict discipline in code quality, and document implementations clearly.
- Collaborate with frontend developers, QA engineers, and project managers to deliver scalable, maintainable solutions.
- Stay updated with OpenMage community releases, patches, and improvements to ensure timely integration and minimal conflicts.
- Troubleshoot, debug, and optimize performance issues.
- Participate in architectural decisions and technical strategy related to Magento/OpenMage.
Skill Requirements:
- Minimum qualification with Bachelor of Software Engineering, Bachelor of Computer Science or higher.
- 7–10 years of PHP experience, including 5+ years in Magento/OpenMage development, with a proven track record of managing large-scale eCommerce projects.
- Strong expertise in PHP 7+, OOP, and design patterns.
- Deep understanding of Magento 1.x/OpenMage core architecture:
- EAV data model, MVC pattern, XML layout system, observers/events.
- Safe module development without core overrides.
- Skilled in MySQL (queries, optimization, indexing).
- Frontend knowledge: HTML5, CSS3, JavaScript (Prototype/jQuery).
- API development and integration in JSON/XML format (REST, SOAP, custom APIs).
- Experience with Git, CI/CD pipelines, Composer, and Docker.
- Strong grasp of secure coding practices and performance optimization.
- Proven experience leading a medium to large development team.
- Ability to enforce coding discipline and maintain high-quality delivery.
- Strong problem-solving, decision-making, and conflict-resolution skills.
- Effective communicator with both technical and non-technical stakeholders.
- Experience in Agile/Scrum methodology (sprint planning, retrospectives, velocity tracking).
- Hands-on mentorship: guiding juniors while still delivering production-quality code.
- Contributions to OpenMage or Magento open-source community.
- Adobe Certified Magento Commerce Developer.
- Exposure to DevOps tools (Kubernetes, Jenkins, AWS).
- Attractive Salary.
- Housing Allowance (RM500).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
- Senior Level
- Kuala Lumpur, WP, Malaysia.
- Full Time.
Academic Qualification and Work Experience
Technical Skills
Leadership Skills
Added Advantages
The Package :
Experience Required :
Location :
Employment Type :
Assistant Manager - System Analyst
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Job Description
The Responsibilities of the Role:
- System Analysis & Design (50%)
- Analyze existing systems, processes, and workflows to identify gaps and improvement opportunities.
- Translate business and functional requirements into detailed system specifications and design documents.
- Define data models, system interfaces, and integration points for seamless interoperability.
- Evaluate feasibility of technical solutions within client’s existing IT landscape and infrastructure.
- Solution Implementation Support (20%)
- Collaborate with developers, architects, and infrastructure teams to ensure correct implementation of system designs.
- Provide system configuration guidelines, interface specifications, and integration support.
- Develop system flow diagrams, technical models, and architectural blueprints.
- Assist in creating and reviewing technical documentation for deployment and maintenance.
- Quality & Compliance Assurance (10%)
- Ensure systems comply with security, privacy, and regulatory requirements (e.g., GDPR, PCI-DSS, HIPAA depending on client domain).
- Conduct impact analysis for system changes, enhancements, and migrations.
- Validate performance benchmarks, data integrity, and integration reliability.
- Stakeholder Collaboration (20%)
- Work closely with Business Analysts to validate requirements before solution design.
- Act as liaison between business teams and IT/development units for technical clarifications.
- Provide technical inputs during client discussions, proposals, and solution workshops.
- Support change management by ensuring technical feasibility of new business processes.
List of Deliverables:
- System Requirements Specification (SRS)
- System Architecture Document
- Detailed Design Document (DDD)
- Data Flow Diagrams (DFD)
- Entity-Relationship Diagram (ERD)
- Integration Design / Interface Control Document (ICD)
- Sequence Diagrams / Class Diagrams (UML)
- System Use Cases / Technical User Stories
- Prototypes / Wireframes (if applicable)
- System Test Cases / Technical Validation Docs
Skill Requirements:
- Educational Background / Work Experience:
- Bachelor’s degree in Computer Science, Information Systems, or related field.
- 3–5 years of experience as a System Analyst or similar role.
- Key Competencies / Skills:
- Strong knowledge of system analysis, architecture design, and integration methodologies.
- Hands-on experience with databases, APIs, middleware, and system integration tools.
- Familiarity with SDLC, Agile, and Waterfall methodologies.
- Strong documentation skills (system specifications, data flow diagrams, interface design).
- Excellent problem-solving and analytical abilities with attention to detail.
- Ability to communicate technical concepts to both technical and non-technical stakeholders.
- Foreign Language Proficiency:
- An additional foreign language skill (Urdu, Bengali, Vietnamese, Indonesian, Hindi, Arabic, or African languages) is an added advantage as project implementation requires.
The Package :
- Attractive Salary (RM5,000 – RM9,000).
- Housing Allowance (RM500).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Mid-Senior Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
SAP CRM (English and Mandarin Language Support)
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Job Description
The Responsibilities of the Role:
- Responsible for the daily operation and maintenance of the system, as well as the analysis of daily operation and maintenance documents.
- Quickly respond to and handle system production issues, communicate and coordinate with the development team and other relevant departments, investigate problem causes and solve them.
- Analyze and organize business data and system operation and maintenance data, and complete the report summary.
Skill Requirements:
- Bachelor’s degree or above, major in Computer Science or related.
- Fresh graduates are also welcome to apply.
- Familiar with operation and maintenance, especially in the operation and maintenance of service-oriented systems.
- Priority consideration will be given to those with experience in SAP-CRM/CRM WEBUI product operation and maintenance.
- Good communication and coordination skills, problem-solving abilities, strong execution and judgment.
- Possess good analytical skills, clear thinking, able to independently analyze system operation and maintenance data and complete report summaries, proficient in using office and other related office software.
The Package :
- Attractive Salary.
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Entry Level
Location :
- Uptown Damansara.
Employment Type :
- Full Time.
Executive - Service Delivery Coordinator (English Language Support)
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Job Description
The Responsibilities of the Role:
- Own and resolve day-to-day service issues as highlighted by or relevant to Project Service Providers.
- Act as a first point of contact for vendor operations, ensuring communications are actioned in a timely and effective manner.
- Provide regular and accurate operational and performance reporting to Project Service Providers.
- Maintain governance and audit processes targeted to Project Service Provider KPI achievement and management of cost.
- Manage penalty programs for parts non-return.
- Ensure accuracy of Project Service Provider bonus and pay for performance programs.
- Ensure Project Service Providers are compliant with certification and training programs.
- Proactively identify and act upon opportunities related to customer experience and satisfaction in Service Delivery.
Troubleshooting or Critical Thinking:
- Successfully communicates with others to gather information and learn about their needs and expectations.
- Has demonstrated the ability to ask probing questions.
- Can define the concept of solution delivered on first contact and articulate that the solution could be one or more of the following:
- Document and close the call according to the training program.
- Consult a Level 1.5 or other resource for additional help or ‘consult’.
- Escalate to a Level 2 or other resource per Buyer policy.
- Demonstrated ability to follow the identified workflow and troubleshooting process to resolve an issue.
- Demonstrated ability to have empathy with Customer’s situation and to address Customer’s emotional needs (in order to get to a point where the technical need can be resolved).
- Demonstrates good attendance and sees tasks through to completion.
- Willing to do detailed or routine work necessary to achieve results.
- Demonstrated ability to use logical and non-linear troubleshooting techniques to resolve the root cause of a problem.
- Demonstrates understanding and commitment to protecting Customers’ privacy and information.
- Executes policy and procedures to resolve issues and offering suggestions to Customer within his/her defined support boundaries.
- Escalates problems that are beyond his/her scope for resolution.
- Ability to take responsibility for and manage own learning to achieve stated goals in a timely manner.
- Responsible for efficiently and effectively solving issues presented by Customers over the phone, email, chat, paper mail or web site.
Skill Requirements:
- Degree, Diploma, or an equivalent professional qualification.
- Fresh graduates are encouraged to apply.
- Dynamic, highly motivated, and result oriented team player with good interpersonal skills.
- Ability to work in a challenging environment with good initiative and able to work independently.
- Ability to manage multiple customer communication channels and resolve issues promptly.
- Proficient in both spoken and written English language.
- Previous experience working in similar technical support role with demonstrated sales capabilities.
- Background in Data reporting or data Analyst and excellent in MS Excel.
- Demonstrate ability to take ownership of Customer issue and follow-up with Customer to ensure a successful resolution and delightful experience.
- Attention to detail with Customer and case documentation.
The Package :
- Attractive Salary (RM3,000 – RM4,000)
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Entry Level
Location :
- Damansara Uptown.
Employment Type :
- Full Time.
Executive - Monitoring Support (English Language Support)
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Job Description
The Role:
- The monitoring support is responsible for the proactive monitoring of 24x7 service orders and acting as a control tower coordinating service deliveries with various internal services.
- Teams including Service Delivery Manager, Technical Support, Technical Account Managers, Part Planning, Logistic & Field as well as external partners (local service providers) to ensure services are delivered to the customer within the committed turnaround time.
The Responsibilities of the Role:
- Coordinate the resolution of all escalations. Accountable for directly working with the business to assist in all case escalations.
- Manage escalations of open tickets from customers or internal delivery units with the support of involved delivery units if necessary.
- Verify debriefing of calls or tickets and if necessary, collect missing information.
- Ticket Monitoring and Escalation Management.
- Proactive open call monitoring to ensure the fulfilment of contracted SLA agreements, taking remedial action where tickets may go ‘out of contract’ without further attention, updating call history on the call management system, proactively updating customers about potential issues, answering requests on ticket status, etc.
- Identify and execute robust and continuous improvement opportunities within the stakeholders.
- Manage resolution of ticket-specific service delivery issues, through route cause analysis of missed SLAs. If applicable detect recurring causes and propose specific ‘get well’ plans and take the lead for agreed action plans.
- Closely interact with businesses and provide ad-hoc solutions to their solution needs.
- Require to standby after office hours to manage escalation from other continents and regions.
- Responsible for ensuring that the set KPIs are achieved.
- Post-processing of incorrect or incomplete debriefed calls, informing all involved parties about remedial actions to prevent those “failures” in the future.
- Support of creating customer-specific quality reports and recognition of chargeable services based on detailed debriefing data and checked against customer contracts.
Skill Requirements:
- Diploma/Degree in Information Technology, Business related disciplines.
- Good command of written and spoken English.
- At least 1 year experience in a technical support call centre preferably with monitoring tools.
- Case monitoring & management experience.
- Ability to work effectively in a team environment with both technical and non-technical staff.
- Work in 24x7 rotational shift environment.
The Package :
- Attractive Salary (RM3,500 - RM4,000).
- Performance related allowance on a quarterly basis for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical & Hospitalization coverage.
Experience Required :
- Entry Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Specialist - Service Desk Engineer (English and Bahasa Malaysia Language Support)
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Job Description
The Responsibilities of the Role:
- Maintain a high degree of service for end-user computing support by keeping to Acknowledgement and Response Time targets and adhere to all service management principles.
- Provide technical support on end-user computing hardware and peripherals in an office. This includes answering support requests and queries via ticketing tool/service catalogue forms, or phone for critical issues or requests.
- Ensure all Minor End-user Incidents or Service Requests updates are fully documented in the ticketing application. This includes follow-ups from previous shift teams & follow through with all related parties until ticket closure.
- Track and list all issues and resolutions in the details section in accordance with the team’s Key Performance Indicator for MITR and MTTR.
- Follow standard operating procedures when triaging or troubleshooting a user issue.
- Provide Technical Support & Access Administration on the following technologies:
- End-user computing hardware i.e. PC / Laptop and peripherals
- Google Workspace
- JIRA Service Management (JSM), JIRA Software, Statuspage and other Atlassian products used by the company
- Endpoint Security Tools
- Telephony Administration.
- Familiarity with OKTA SSO.
- Escalate to or work with other teams in IT Platform & Infrastructure to address minor incidents and fulfil requests from end users in cases where the issue needs to be escalated.
- Work with Lead Engineer or Manager to arrange for external technical support where problems cannot be resolved in-house.
- In cases of widespread end user technical issues, immediately escalate to & work with the IT Shift Manager on-duty so the incident can be handled in accordance with the company’s Major Incident management process.
Skill Requirements:
- Working knowledge in end user computing & networking troubleshooting (TCP/IP, DNS and SMTP).
- PC Software and browser troubleshooting skills are required.
- Working Experience in administering & supporting MS Windows technologies and/or Linux environments such as Ubuntu or the like.
- Working Experience with Google Workspace.
- Working Experience with Service Management or Ticketing Tools.
- Proven communication skills, written and verbal. Able to address all levels within the organisation and has the ability to address conflicts constructively.
- Ability to read & analyse business processes, procedures, training material.
- Strong analytical & problem-solving abilities.
- Good understanding of Client server & web-based application architectures.
- Service oriented demeanour is a must.
- Driving change and handling difficult situations.
- Dealing with change on a daily basis.
- Experience with Service Delivery, Incident Management, Change and Problem Management Process.
- Experience with ITIL methodologies, end-to-end support and/or relatedPractices.
The Package :
- Attractive Salary (RM5,000).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Specialist - Data Analyst
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Job Description
The Responsibilities of the Role:
- Serve as a Power BI Consultant to support analytics and reporting needs of the Authority, offering both strategic consultation and hands-on development expertise.
- Possess more than 2 years of hands-on experience with Power BI, including requirement gathering, visual design, report implementation, and application of best practices.
- Provide expert guidance on the development, maintenance, and management of advanced reports, dashboards, and business intelligence (BI) solutions using Power BI.
- Analyze and interpret data to identify trends, patterns, and insights, and offer recommendations to improve decision-making through clear visual storytelling.
- Support the entire BI lifecycle, including data analysis, data validation, mapping, design, and implementation of BI solutions.
- Collaborate with stakeholders to review, enhance, and modernize existing BI systems, ensuring alignment with business goals.
- Conduct unit testing and develop SQL/database queries to assess system performance and resolve data-related issues.
- Work closely with cross-functional teams to integrate Power BI with other systems and data sources for unified reporting.
- Provide daily operational support for Power BI dashboards and reports, including troubleshooting, maintenance, and user assistance.
Skill Requirements:
- Power BI Data Analyst Associate.
- Excellent command of spoken & written English and Mandarin is added advantage.
- Good multitasking ability.
- Excellent computer knowledge: MS Office including MS Outlook and surfing the internet for information/research.
- Excellent presentation and communication skills.
- Fast typing skills (minimum 35 words per minute).
- Good problem-solving skills.
- Preferably with contact center background.
- More than 2 years related hands-on Power BI.
- Experience knowing requirement process, visual design & implementation, and best practice.
- Diploma, Degree, or an equivalent professional qualification in any principle.
The Package :
- Attractive Salary (RM6,250 – RM10,800).
- Mandarin is an added advantage.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Bangsar South, Kuala Lumpur.
Employment Type :
- Full Time.
Assistant Manager Recruitment - Mandarin and Cantonese Language Support
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Job Description
The Responsibilities of the Role:
- The role’s responsibility is to assist the head of recruitment in identifying and developing new sources for recruitment to support the company's growing needs.
The Responsibilities of the Role:
- Assist the head of recruitment in identifying and developing new sources for recruitment to support the company's growing needs.
- To work with the Specialists, executives, and administrator to ensure adherence to recruitment processes at all times.
- To work with specialists, executives, and administrators in conducting initial telephone interviews with potential candidates and scheduling of interviews as per project requirements and timelines.
- To handle all tasks pertaining to external recruitment portals, headhunting firms, etc. to increase recruitment candidate numbers.
- To assist the head of recruitment in ensuring that all data related to recruitment is tracked with both quantitative and qualitative reports.
- To maintain recruitment data on applicants received through to successful / unsuccessful candidates (i.e. conversion rate, rejection rate, reasons for rejections, etc.).
- Working and partnering with education establishments to create, plan and deliver/run events etc. to keep in contact with graduate fraternities for talent pool development.
- Liaise with appropriate agencies in the facilitation of recruitment initiatives.
Skill Requirements:
- Minimum Diploma holder preferably in HR/Business Studies.
- Excellent command of spoken and written Mandarin & Cantonese.
- At least 1 year experience in a similar capacity.
- Good knowledge of Microsoft Office programs.
- Technical Recruitment skills and experience is an added advantage.
- Quick comprehension and adaptation skills.
- Ability to work under certain degree of pressure.
The Package :
- Attractive Salary: Up to RM5,000.
- Performance-related allowance for confirmed staff.
- 15 days Annual Leave.
- 14 days Medical Leave.
- Medical and hospitalization insurance coverage.
Experience Required :
- Mid-Senior Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive - Technical Support L2 (Bahasa Malaysia and English)
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Job Description
The Role:
- As a Remote L2 Support, you will handle functional escalations from the L1 team & users at airport locations.
- Your role is focused on analysing system behaviour, validating workflows, and coordinating with L3 for deeper resolution.
The Responsibilities of the Role:
- Investigate and resolve escalated application issues from L1.
- Validate tax logic, data mismatches, and process inconsistencies using test environments.
- Perform corrective actions using authorized admin tools (e.g., updating user roles, modifying transaction status).
- Collaborate with L1s to understand real-time operational issues.
- Prepare detailed tickets with logs and steps for escalation to L3.
- Support functional testing during new feature rollouts and patches.
- Identify patterns in user issues and propose improvements to the system or SOPs.
- Maintain documentation of recurring issues and edge cases.
- Cross-reference errors with the known issue list or knowledge base.
- Train and assist new Customs officers or agents in using the system correctly.
- Perform basic diagnostics of hardware incidents (e.g., non-functional terminals, printers, scanners).
- Liaise with Customs IT / Airport IT / third-party hardware vendors for resolution of infrastructure issues.
- Report recurring issues or system behaviour gaps to L3.
- Train and assist new Customs officers or agents in using the system correctly.
- Maintain daily incident logs and communication records.
- Conduct root cause analysis (RCA) for critical incidents and contribute to incident reports for L3.
- Performance Monitoring of application.
Skill Requirements:
- Must be fluent in written and spoken in Bahasa Malaysia and spoken English.
- Good multitasking ability.
- Basic computer knowledge: MS Office, MS Outlook and Internet Explorer.
- Fast typing skills (at least 45 words per minute in native foreign language).
- Good problem-solving skills.
- Minimum SPM, Diploma or Degree preferably with prior working experience (in contact center or customer service environment) or equivalent combination of education and experience.
- 2+ years in application support, IT support, functional field roles, or coordination-based tech roles, or system analysis.
- Familiarity with network troubleshooting.
- Good understanding of digital workflows and tax processing logic.
- Ability to read and interpret application logs and perform root-cause analysis.
- Familiarity with ticketing and workflow tools (e.g., Jira, Confluence).
- Strong written communication and analytical skills.
The Package :
- Attractive Salary up to RM4,500.
- Performance related bonus for confirmed staff.
- Entitlement for Night Shift Allowance.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Entry Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive - Technical Support L1 (Bahasa Malaysia and English)
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Job Description
The Role:
- You will serve as the first point of contact for users from Customs and E-commerce platforms providers.
- Your job is to address common application issues, route unresolved requests, and ensure clear documentation and response for every user interaction.
The Responsibilities of the Role:
- Respond to user issues through phone, email, or ticketing tools.
- Assist users with login, navigation, and basic application usage.
- Guide users through basic browser and network checks (e.g., clearing cache, checking VPN/Internet connectivity, supported browser versions).
- Investigate login or access issues (e.g.,locked accounts, expired passwords, incorrect roles/permissions).
- Perform basic log capture or screenshot collection from user for evidence and escalation.
- Troubleshoot and resolve common issues (e.g., entry errors, user access issues).
- Create and manage support tickets with proper categorization and urgency.
- Escalate non-resolvable issues to L2 teams with full context.
- Maintain and update knowledge base and FAQ documentation.
- Support user onboarding and basic training on application functionality.
- Monitor dashboards and report anomalies in user-facing services.
- Track status and follow up for timely closure or user updates.
Skill Requirements:
- Must be fluent in written and spoken in Bahasa Malaysia and spoken English.
- Good multitasking ability.
- Basic computer knowledge: MS Office, MS Outlook and Internet Explorer.
- Fast typing skills (at least 45 words per minute in native foreign language).
- Good problem-solving skills.
- Minimum SPM, Diploma or Degree preferably with prior working experience (in contact center or customer service environment) or equivalent combination of education and experience.
- 1–2 years of experience in helpdesk, customer service, or application support.
- Familiarity with ticketing systems (e.g., Zendesk).
- Familiarity with basic network troubleshooting.
- Basic understanding of web-based applications.
The Package :
- Attractive Salary RM2,800.
- Performance related bonus for confirmed staff.
- Entitlement for Night Shift Allowance.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Entry Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Specialist - Social Media
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Job Description
The Responsibilities of the Role:
- Provide Technical Support for smartphones and other devices such as tablets, PCs, Modems, etc via non-voice channels such as chat, social media, and email platforms.
- Mainly handles and answers user questions and inquiries.
- Escalates technical problems or complaints that cannot be resolved within SLA to relevant teams.
- Performs systematic tracking of escalated problems until they are closed.
- Able to effectively provide Customer solutions with cross sell and upsell opportunities based upon Customer needs.
- Responds to customer and seller inquiries regarding online merchandise or service orders through Inbound Chat.
- Assists customers and sellers with product selection, answers basic pre-sales questions, and suggests various product options that are available.
- Able to communicate and adapt to different types of customers.
Skill Requirements:
- Graduates from college or above, related professional on electronically is preferred with background in Electronics, communications, economics, e-commerce, management, etc.
- At least 6 months’ customer service-related work experience, preferably in a contact center environment.
- Excellent command of spoken and written English and Bahasa Malaysia.
- Mandarin language is an added advantage.
- Basic understanding of mobile phone (android) troubleshooting is required.
- 1 year of experience in the escalation team for mobile phones/PC technical support or experience in repairing mobile phones or PC is an added advantage.
- Must have basic knowledge of products being sold in E-Commerce platforms such as Lazada, Shopee, Tik Tok Shop, etc.
The Package :
- Attractive Salary (RM3,500).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive - Incident Management (English and Tagalog Language Support)
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Job Description
The Responsibilities of the Role:
- Coordinate the resolution of all escalations.
- Accountable for directly working with the business to assist in all case escalations.
- Manage escalations of open tickets from customers or internal delivery units with the support of the involved delivery units if necessary.
- Verify the debriefing of calls or tickets and, if necessary, collect missing information.
- Ticket Monitoring and Escalation management.
- Proactive open call monitoring to ensure the fulfilment of contracted SLA agreements, taking remedial action where tickets may go ‘out of contract’ without further attention, updating call history on the call management system, proactively updating customers about potential issues, answering requests on ticket status, etc.
- Identify and execute robust and continuous improvement opportunities among the stakeholders.
- Manage the resolution of ticket-specific service delivery issues through route cause analysis of missed SLAs. If applicable, detect recurring causes, propose specific ‘get well’ plans, and take the lead for agreed-upon action plans.
- Closely interact with businesses and provide ad-hoc solutions to their needs.
- Require standby after office hours to manage escalation from other continents and regions.
- Responsible for ensuring that the set KPIs are achieved.
Skill Requirements:
- Degree in IT related disciplines (preferred).
- Good command of spoken and written English & Tagalog.
- Minimum 1 year experience in a similar position.
- Contact Centre experience is an advantage.
- Undergraduate degree/diploma in IT or Business related.
- Able to work night shift. Work in 24x7 rotational shift face pace environment.
- Well versed in Windows Operating Systems and Windows Office.
- Well versed in software and hardware.
- Possess initiative, able to work independently and as a team.
- Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.
The Package :
- Attractive Salary (RM3,500).
- Housing Allowance (RM500).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Specialist - Quality and Customer Experience
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Job Description
The Responsibilities of the Role:
- The analysts shall assist in the development of the Arion and Al tools to give Customer Support a firm base in relation to quality.
- The analysts shall be daily moderators of automated learning.
- Conduct investigations as and when required.
- Utilize software to notify Operations so there is compliance with quality standards and procedures.
- Create and enable a structure for real-time quality feedback.
- Continue the development and enhancement of the supervised learning machine and user interface.
- Facilitate the change from random scoring to targeted actions.
- Detecting and repairing broken customer journeys.
- Provide Customer Support with actionable insights.
Skill Requirements:
- Degree or an equivalent professional qualification.
- Good command of spoken and written English. Hindi/Telugu is an added advantage.
- Excellent knowledge of ICT products and services, including computer hardware, electronics, software, and basic networking.
- Minimum 1 year of experience in similar capacity.
- Demonstrates good people skills and teamwork qualities that foster a constructive working relationship and a friendly environment.
The Package :
- Attractive Salary.
- Performance Related Allowance on a quarterly basis.
- 15 days Annual Leave.
- 14 days Medical Leave.
- Medical and hospitalization insurance coverage.
Experience Required :
- Entry Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive - Customer Service (English and Malay)
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Job Description
The Responsibilities of the Role:
- Responds to customer and seller inquiries regarding online merchandise or service orders through Inbound Chat.
- Assists customers and sellers with product selection, answers basic presales questions, and suggests various product options that are available.
- Input customer interaction, problems in Customer Relation Management System (CRMS).
- Ensures prompt and proper resolution of customer and sellers queries by providing additional information or escalating/engaging others in the organization to provide a solution according to defined procedures.
- Ensure all customers and sellers feedback/complaints/Disputes are addressed as and when required (if any) or escalate the same to the Assistant Manager -Operations or required team (where necessary).
- To provide service of high level to customers through Chat platform and to provide resolution in accordance with guidelines given.
- Participate fully in the team, taking part in regular team meetings and giving feedback and ideas to colleagues and to the Assistant Manager.
- Escalate any queries or unresolved issues which cannot be completed within the agreed procedures.
- Work on agreed productivity and quality standards and any KPIs as provided by Management.
- Ensure a comprehensive understanding of all standards of performance including business protocol and comply with ASUS policies and procedures.
Skill Requirements:
- Diploma or Degree in any discipline.
- Good command of spoken and written English and Bahasa Malaysia.
- E-Commerce experience/online marketplace knowledge is an advantage.
- Basic computer knowledge: MS Office, MS Outlook and Internet Explorer.
- Possess initiative, able to work independently and as a team.
- Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.
- Contact Centre Operating Days/Hours: Monday – Friday (9.30 am - 5.30 pm), Saturday (9.30 am -12.30 pm).
The Package :
- Attractive Salary (RM2800).
- Performance-related allowance on a quarterly basis for confirmed staff.
- 15 days Annual Leave.
- 14 days Medical Leave.
- Medical and hospitalization insurance coverage.
Experience Required :
- Entry Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Specialist - AI Transformation
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Job Description
The Responsibilities of the Role:
- AI Solution Development
- Design, build, and deploy AI/ML models and applications to solve complex business challenges.
- Integrate AI solutions with existing systems to enhance operational efficiency and decision-making.
- Develop prototypes and proof-of-concept (POC) models to demonstrate the viability of AI solutions.
- Business Process Transformation
- Collaborate with business stakeholders to identify processes suitable for AI automation and transformation.
- Create intelligent workflows using AI technologies such as RAG, Large Language Model, Natural Language Processing (NLP), computer vision, and predictive analytics.
- Evaluate and implement generative AI solutions to enhance customer engagement, content generation, and task automation.
- Data Management and Analysis
- Work with data engineering teams to ensure the availability of clean, structured, and relevant datasets for AI modeling.
- Conduct exploratory data analysis to extract insights and identify patterns that guide AI initiatives.
- Maintain and improve data pipelines and real-time analytics systems for AI-based applications.
- Technical Expertise
- Implement AI frameworks, APIs, and platforms to accelerate AI solution development.
- Optimize and deploy AI models into production environments ensuring scalability, reliability, and performance.
- Stay updated with emerging trends and technologies in AI and recommend their application to the organization.
- Collaboration and Leadership
- Work cross-functionally with data scientists, software developers, product managers, and business analysts.
- Educate and train teams on AI tools, practices, and their benefits.
- Lead AI workshops and innovation sessions to foster a culture of AI-driven transformation.
- Compliance and Governance
- Ensure AI systems adhere to ethical AI practices, data privacy laws, and organizational policies.
- Monitor the performance of deployed AI solutions and address potential biases or inaccuracies.
- Educational Background:
- Bachelor’s or Master’s degree in Computer Science, Artificial Intelligence, Data Science, or related fields.
- Hand-on experience or Certifications in AI/ML frameworks (e.g., TensorFlow, PyTorch) or platforms (e.g., Azure AI, AWS AI, Google AI) are a plus.
- Technical Proficiency:
- Strong knowledge of Generative AI (Open AI, Llama, Mistral), Vector database embedding, Machine Learning, Deep Learning, and Natural Language Processing.
- Proficiency in programming languages such as Python, R, or Nest.JS.
- Experience with AI tools and frameworks (e.g., LangChain, LangFuse, TensorFlow, PyTorch, Scikit-learn).
- Familiarity with cloud-based AI platforms (AWS, Azure, or Google Cloud).
- Ability to grasp and work with both technical and business concepts.
- Ability to quickly absorb new concepts and ideas.
- Excellent analytical skills across the business and technical domains.
- Ability to effectively communicate verbally and in writing with customers and team members at all levels.
- Ability to write accurate, clear and concise documentation.
- Professional approach to responsibility and work management.
- Self-motivated with ability to work alone, remotely, and with other team members with initiative and minimal direction.
- Attractive Salary (RM5,000 – RM9,000).
- Housing Allowance (RM500).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
- Associate
- Kuala Lumpur, WP, Malaysia.
- Full Time.
Skill Requirements:
The Package :
Experience Required :
Location :
Employment Type :
Executive - Customer Service (English and French or Arabic Language Support)
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Job Description
The Responsibilities of the Role:
- To answer incoming telephone enquiries, problems or complaints from customers relating to a range of specified client products or services, with the objective of resolving the customer’s issue as quickly as possible.
- To ensure information is captured on internal systems so that a colleague can understand what has occurred and has been agreed to on the call.
- To make any ad-hoc outgoing calls to customers as required resolving an outstanding query.
- To recognize the importance of telephone calls as a way of supporting and enhancing our client’s brand.
- To participate fully in the team, taking part in regular team meetings and buzz sessions, giving feedback and ideas to colleagues and to the Assistant Manager.
- To escalate any queries or unresolved issues that cannot be completed within the agreed procedures.
- To undertake any administration tasks delegated by the Assistant Manager.
Skill Requirements:
- Degree in any discipline.
- Excellent command of spoken and written English and Native French & Arabic.
- Proficient in MS Office.
- Customer service oriented preferably with at least 1 year working experience in customer service.
- Display excellent communication, problem solving and people skills.
- Able to work independently as well as a team player.
- Willing to work shifts.
The Package :
- Attractive Salary.
- 15 days Annual Leave.
- 14 days Medical Leave.
- Medical and hospitalization insurance coverage.
Experience Required :
- Entry Level
Location :
- Menara QI Tower, Petaling Jaya, Selangor
Employment Type :
- Full Time.
Specialist - Technical Support (English and Vietnamese Language Support)
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Job Description
The Responsibilities of the Role:
- Handling Voice or Non -Voice customer, including detailed recording of the issue according to defined processes.
- Identifies the cause of hardware/software faults and provides a solution or dispatch onsite engineer with part to resolve the issue.
- Advises and educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues.
- Responsible for ensuring that the set KPIs are achieved.
- Create a case in ticketing system, monitoring and drive the case until closure.
- To update the ticketing system accurately and efficiently with call details, actions taken and resolution.
- To ensure high levels of customer satisfaction with individual calls.
- If not successful in solving the ticket, forward to the next appropriate level.
- Usage of remote tools (where applicable) to analyze and resolve tickets.
- Ad-hoc tasks such as queue monitoring, light reporting and projects, covering different time zones of regions.
Skill Requirements:
- Degree, Diploma or an equivalent professional qualification.
- Excellent command of spoken and written English and Vietnamese.
- Technical knowledge on Microsoft Operating Systems and Office Suites.
- 1+ years of experience in Client Technical Support roles.
- Experience with software support for UEM, MDM, Enterprise antivirus, Microsoft CSP.
- Experience within IT Services and Working with Field Service Providers.
- Working Knowledge of Windows Operating Systems and MS Products.
- Technical Knowledge of the client (Notebook, Desktop, and Tablets).
The Package :
- Attractive Salary (RM4,000 – RM4,500).
- Housing Allowance (RM500).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Specialist - Technical Support (English and Indonesia Language Support)
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Job Description
The Responsibilities of the Role:
- Handling Voice or Non -Voice customer, including detailed recording of the issue according to defined processes.
- Identifies the cause of hardware/software faults and provides a solution or dispatch onsite engineer with part to resolve the issue.
- Advises and educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues.
- Responsible for ensuring that the set KPIs are achieved.
- Create a case in ticketing system, monitoring and drive the case until closure.
- To update the ticketing system accurately and efficiently with call details, actions taken and resolution.
- To ensure high levels of customer satisfaction with individual calls.
- If not successful in solving the ticket, forward to the next appropriate level.
- Usage of remote tools (where applicable) to analyze and resolve tickets.
- Ad-hoc tasks such as queue monitoring, light reporting and projects, covering different time zones of regions.
Skill Requirements:
- Degree, Diploma or an equivalent professional qualification.
- Excellent command of spoken and written English and Indonesia.
- Technical knowledge on Microsoft Operating Systems and Office Suites.
- 1+ years of experience in Client Technical Support roles.
- Experience with software support for UEM, MDM, Enterprise antivirus, Microsoft CSP.
- Experience within IT Services and Working with Field Service Providers.
- Working Knowledge of Windows Operating Systems and MS Products.
- Technical Knowledge of the client (Notebook, Desktop, and Tablets).
The Package :
- Attractive Salary (RM4,000 – RM4,500).
- Housing Allowance (RM500).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive - Technical Support (English, Mandarin and Cantonese Language Support)
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Job Description
The Responsibilities of the Role:
- Executive Technical Support must have native proficiency in written, read and spoken English, Mandarin and Cantonese.
- Receive call/digital interactions to assist customers and clients with technical issues arising from everyday computer use (desktop/laptop/tablet/other related devices).
- Determine the problem and provide a technical resolution within the contact or by dispatching for service.
- Resolve the cases from end to end, make follow up and regularly update the customers on the case progress.
- Always strive to meet and exceed customers’ needs and expectations.
- Stay abreast of new process and product release by reading updates, studying product descriptions and participating in team meetings, trainings, forums and discussions.
- Provide feedback to the Team Leaders/CC manager for any opportunities for improvement.
- Demonstrate the required maturity to work from home/remotely under minimum supervision.
- Expected to meet the Key Performance Indicators (KPI).
Skill Requirements:
- Degree, Diploma or an equivalent professional qualification.
- Excellent command of spoken and written English, Mandarin and Cantonese.
- Fresh graduate with good communication skills and personal/working experience in handling computers/laptops or technical issues.
- Understanding of desktop, laptop and tablet’s hardware and technology.
- Technical knowledge with problem solving and troubleshooting skills.
- Technical knowledge on Microsoft Operating Systems & Office Suites.
The Package :
- Attractive Salary (RM3,000 – RM4,000).
- Language Allowance (RM500).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Entry Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Operation Manager (IT Service)(English, Mandarin & Cantonese Language Support)
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Job Description
The Responsibilities of the Role:
- Overseeing the daily operations of the SMC team and ensuring that infrastructure, systems, networks and applications are running smoothly.
- Developing and implementing policies, procedures, and processes to improve IT operations and increase efficiency and productivity for SMC.
- Managing technology vendors and service providers to ensure that the organization's technology needs are met.
- Leading a team of IT professionals and providing guidance and support to ensure that they are meeting SLA and objectives.
- Maintaining a strong understanding of the organization's business needs and working closely with client to ensure that IT is aligned with those needs.
- Ensuring that the organization's IT policies and procedures are up to date and compliant with industry standards and company regulations.
- Keeping up to date with the latest industry trends and developments in IT operations management.
- Assess areas of improvement in SMC on people, process and tool.
- Provide support and guidance to internal team as well as external (client).
- Excellent communications skill in Cantonese, English, Mandarin.
- Demonstrated ability to lead others in understanding, accepting and managing quality of work in the role.
- Demonstrated the ability to drive and implement new improvement/changes to enhance productivity in the role.
- Demonstrated ability to make optimal decisions through accountability, judgement, problem solving, prudent risk taking, market/industry awareness, and maintaining customer focus.
- Demonstrated ability to build working relationships through respect & integrity, open communication, teamwork, negotiation/influence and customer relationship management with all level of staff and customer.
- Demonstrated ability to influence without authority and collaborate with internal clients and stakeholders.
- Demonstrated ability to lead high performance through leading by example & initiative, continuous learning & coaching, measuring, rewarding & recognizing, customer service.
- Relationship skills that will facilitate positive vendor behaviors, establish healthy new engagements and deepen existing ones.
- Ensure SMC comply to the audit, ISO and general compliance and assurance activities.
Desired Certifications:
- ITIL foundation v4
- ITIL specialist v4 certification
Skill Requirements:
- Diploma or Degree holder in Computer Engineering or Information Technology or related disciplines.
- 5-7 years of experience in IT Service Operations Management.
- Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be added advantage.
- Technical proficiency and knowledge of IT infrastructure, networks, applications and systems to effectively manage and troubleshoot issues.
- Excellent communication skills to effectively interact with team members, senior management, and other stakeholders.
- Strong leadership skills to effectively manage a team of IT professionals and drive performance.
- Good problem-solving skills, background analytics, proactive attitude and focus on excellent customer service or support.
- Driven and able to multi-task, strong time management skills and strong team player.
- Required Language(s): English, Cantonese, Mandarin.
- Cantonese speaking is a must.
- Attractive salary.
Experience Required :
- Mid-Senior Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Specialist Technical Support - (English, Cantonese and Mandarin Language Support)
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Job Description
The Responsibilities of the Role:
- Successfully communicates with others to gather information and learn about their needs and expectations.
- Has demonstrated the ability to ask probing questions.
- Can define the concept of solution delivered on first contact and articulate that the solution could be one or more of the following:
- Document and close the call according to the training program.
- Consult a Level 1.5 or other resource for additional help or ‘consult’.
- Escalate to a Level 2 or other resource per Buyer policy.
- Demonstrated ability to follow the identified work-flow and troubleshooting process to resolve an issue.
- Clearly sets Customer expectation regarding resolution and/or follow-up.
- Demonstrated ability to have empathy with Customer’s situation and to address Customer’s emotional needs (in order to get to a point where the technical need can be resolved).
- Demonstrates good attendance and sees tasks through to completion.
- Willing to do detailed or routine work necessary to achieve results.
Skill Requirements:
- Experience, Education, and Certification:
- High school degree or equivalent (required).
- College degree (preferred).
- PC industry knowledge required.
- Sales/service experience in retail, sales, service or other “helping” business (preferred).
- Minimum 3 years related hardware technical support experience.
- Successful candidates should have the following prerequisite qualifications:
- Previous experience working in similar technical support role with demonstrated sales capabilities.
- Experience supporting Customers in a Customer facing, applicable environment.
- Attractive Salary.
- Performance related bonus for confirmed staff.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive Customer Service - (English, Mandarin and Cantonese Language Support)
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Job Description
The Responsibilities of the Role:
- CSR must be proficient in written and spoken in English, Mandarin and Cantonese.
- CR will render the following service for Enquiry calls:
- Member particular update e.g. address, phone.
- Phone-in redemption.
- Lost/stolen and faulty card request.
- Unsubscribe promotional email/SMS.
- Change/cancel/recovery of partner point transfer.
- Enquiries relate to Member account, program and promotion.
- Enquiries regarding ExxonMobil loyalty services.
- Loyalty Program related enquiries and support.
- Handle member queries on redemption status, non-received or lost voucher.
Skill Requirements:
- Minimum SPM/STPM with prior working experience.
- Diploma holder or higher education qualification is preferred.
- Display excellent communication, problem solving and people skills.
- Excellent command of spoken and written English and Mandarin.
- Cantonese is an added advantage.
- Possess initiative, ability to work independently and within a team.
- Possess initiative, able to work independently and in a team.
- Good multitasking ability.
- Basic computer knowledge: MS Office, MS Outlook and Internet Explorer.
- Fast typing skills (minimum 35 words per minute).
- Good problem-solving skills.
- Customer service oriented.
The Package :
- Attractive Salary (RM3000).
- Language Allowance (RM850).
- Performance Related Allowance per quarter for confirmed staff.
- 15 days Annual Leave.
- 14 days Medical Leave.
- Medical and hospitalization insurance coverage.
Experience Required :
- Entry Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive Technical Support (Thai and English Language Support)
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Job Description
The Responsibilities of the Role:
- As L1.0 Technical Support, your role is to deliver premium technical support and customer service to Lenovo users and clients.
- Receive call/digital interactions to assist customers and clients with technical issues arising from everyday computer use (desktop/laptop/tablet/other related devices).
- Resolve the cases from end to end, make follow up and regularly update the customers on the case progress, ensuring excellent customer service.
- Stay abreast of new process and product release by reading updates, studying product descriptions and participating in team meetings, trainings, forums and discussions.
- Provide feedback to the Team Leaders/CC manager for any opportunities on improvement.
Skill Requirements:
- Degree, Diploma or an equivalent professional qualification; fresh graduates encouraged to apply.
- English and Thai language – to Speak, Read, and Write.
- Understanding of desktop, laptop and tablet’s hardware and technology.
- Technical knowledge with problem solving and troubleshooting skills.
- Technical knowledge on Microsoft Operating Systems & Office Suites
- Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times.
The Package :
- Attractive Salary (RM 3,500 - RM 4,000)
- Performance related bonus for confirmed staff.
- Annual Leave 15 days
- Medical Leave 14 days
- Medical and hospitalization coverage
Experience Required :
- Entry-Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Specialist - Technical Support (English Language Support)
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Job Description
The Responsibilities of the Role:
- Assist customer and field engineers by diagnosing problems and providing resolution for technical or service-related issues.
- Troubleshooting to identify hardware or software products that are defective.
- Advice and educates customers through combination of experience and guideline documentation to ensure a solution to their technical issues.
- Provides input on recurring customer problems and shares that information with ither technical team members when relevant.
- Working with the TAM Team monitors and tracks issues to ensure accurate resolution.
- Monitors own “Open Case” workload and drives to closure.
Skill Requirements:
- Strong language competencies in English language.
- Basic Microsoft Office (Outlook, Words, PowerPoint, and Excel) skills.
- Working Knowledge of Windows Operating Systems and MS Products.
- Proven ability to troubleshoot Client solutions.
- Superior customer service skills
- Proven ability to learn new and complex technology.
- Able to prioritize in a fast paced, dynamic work environment.
The Package :
- Attractive Salary (RM3,800 – RM4,500).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive Technical Support - English and Tagalog Language Support
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Job Description
The Responsibilities of the Role:
- Guide customer according to solution trees and knowledge base to solve incidents and service requests (e.g. HW Troubleshooting, Password resets, SW configuration, etc.). If not successful inform the customer about the 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.
- In dedicated cases provide briefing information to appropriate internal/third party provider based on Statement of Work.
- Operational Deliverables and Contribution.
- Handling Voice/ Non -Voice customer, including detailed recording of the issue according to defined processes.
- Check if reported incident is covered by process and if caller information and address details are correct, then initiate defined actions.
- Transform tickets created by any Customer Service channel into the Ticketing system.
- Identify and escalate situations requiring urgent attention.
- Inform Line Manager or dedicated stakeholder base on defined process, in case of customer escalations.
Skill Requirements:
- Strong language competencies in English and Tagalog language.
- Technical background, e.g. education in information electronics, mechanics and/or SW skills.
- In individual cases it is possible to assign the function to an employee if the essential professional knowledge is acquired by work experience.
- Minimum 6 months or more experience in a call center environment is recommended.
- Senior Min. 1 year or more experience in a call center environment is recommended.
- Good technical knowledge in supported customer specific Hardware and SW environment.
- Knowledge of customer service principles and practices.
- PC literacy, especially usage of Microsoft Office package.
- Willingness to work in shift models, based on customer requirements.
The Package :
- Attractive Salary (RM3,000 – RM4,000).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Entry Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive – Technical Support (SGMY)
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Job Description
The Responsibilities of the Role:
- Respond to incoming calls/chats/emails promptly and professionally and initiate outbound calls when required.
- Escalate intricate issues or complaints to higher-level support or supervisors as needed.
- Develop and retain a profound understanding of the company's products, services, and policies.
- Aid customers in product usage and troubleshoot any related issues.
- Accurately document customer interactions in the company's database or CRM system.
- Uphold high-quality service standards to ensure and enhance customer satisfaction.
Skill Requirements:
- Minimum Diploma in any field (preferably in IT).
- Minimum 1 years’ experience in the call centre industry, a similar role is an advantage.
- Working experience in any technical related fields is an added advantage.
- Excellent command of spoken and written Bahasa Malaysia/English.
- Fresh graduates fluent in Mandarin are encouraged to apply.
- Possess initiative, able to work independently and as a team.
- Ability to work in a challenging environment.
- Contact Centre Operating Days: 9:30am - 5:30pm (Monday - Friday), 9:30am - 12:30pm (Saturday).
- This position is open to locals only.
The Package :
- Attractive Salary for Bahasa Malaysia and English (RM 2800.00).
- Attractive Salary for Bahasa Malaysia, English and Mandarin (RM 3000.00).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive Technical Support L2 - (English and Mandarin Language Support )
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Job Description
The Responsibilities of the Role:
- To attend to escalation cases of a second level nature and to demonstrate such proficiency in their resolution as a Subject Matter Expert (SME).
- To attend to follow up or escalate customer support calls, chat sessions & email interactions on behalf of client and to ensure such service delivery as may be required by customers.
- To identify, segregate and resolve customer support requests in a systematic and precise approach as to ensure end-to-end resolution of customers’ issue.
- To address customer (client product end-user) complaints using appropriate service empowerment as may be defined by line management.
- To ensure all service support interactions including customer details are updated onto the CRM.
Skill Requirements:
- Technical aptitude (computer literate, able to quickly learn new applications).
- Familiarity with windows /android software and hardware.
- Strong first-level technical troubleshooting acumen.
- Must be able to read, write and speak in Mandarin.
Work Experience:
- 1-year experience in handling wireless product related inquiry and troubleshooting is required.
- Prior contact centre experience for 2 year is required, with related industry know-how.
- At least 1.5 years’ experience in computer hardware/software, including hardware support and operating system troubleshooting, positive performance reviews and previous employer references.
- Strong verbal applicable language skills – native or near native / minimal accent impact.
- Demonstrate ability to take ownership of customer issue and follow-up with customer to ensure a successful resolution and delightful experience.
- Attention to detail with customer and case documentation.
Qualification:
- Must possess at least a Diploma or a Bachelor’s degree in Computer Science/ Information Technology or equivalent.
- Technical SME (Subject Matter Expert Certifications) in, Hardware, Network Switching, Routing & Security (Firewalls...Etc.).
The Package :
- Basic salary RM4200.
- Performance Related bonus on a quarterly basis for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive Technical Support (English & Indonesia Language Support)
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Job Description
The Responsibilities of the Role:
- Receive call/digital interactions to assist customers and clients with technical issues arising from everyday computer use (desktop/laptop/tablet/other related devices).
- Determine the problem and provide a technical resolution within the contact or by dispatching for service.
- Resolve the cases from end to end, make follow up and regularly update the customers on the case progress.
- Always strive to meet and exceed customers’ needs and expectations.
- Stay abreast of new process and product release by reading updates, studying product descriptions, and participating in team meetings, trainings, forums and discussions.
- Provide feedback to the Team Leaders/CC manager for any opportunities on improvement.
- Demonstrate the required maturity to work from home/remotely under minimum supervision.
- Expected to meet the Key Performance Indicators (KPI).
Skill Requirements:
- Degree or Diploma qualification are encouraged to apply.
- Good communication skills in English and Indonesia language – to read, write and speak.
- Fresh graduate with good personal/working experience in handling computers/laptops or technical issues.
- Understanding of desktop, laptop and tablet’s hardware and technology.
- Technical knowledge with problem solving and troubleshooting skills.
- Technical knowledge on Microsoft Operating Systems & Office Suites.
- Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times.
The Package :
- Attractive Salary (RM 3,000 – RM 4,000)
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
Experience Required :
- Entry Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive Technical Support L2 (English Language Support)
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Job Description
The Responsibilities of the Role:
- To attend to escalation cases of a second level nature and to demonstrate such proficiency in their resolution as a Subject Matter Expert (SME).
- To attend to follow up or escalate customer support calls, chat sessions & email interactions on behalf of client and to ensure such service delivery as may be required by customers.
- To identify, segregate and resolve customer support requests in a systematic and precise approach as to ensure end-to-end resolution of customers’ issue.
- To address customer (client product end-user) complaints using appropriate service empowerment as may be defined by line management.
- To ensure all service support interactions including customer details are updated onto the CRM.
Skill Requirements:
- Technical aptitude (computer literate, able to quickly learn new applications).
- Familiarity with windows /android software and hardware.
- Strong first-level technical troubleshooting acumen.
Work Experience:
- 1-year experience in handling wireless product related inquiry and troubleshooting is required.
- Prior contact centre experience for 2 year is required, with related industry know-how.
- At least 1.5 years’ experience in computer hardware/software, including hardware support and operating system troubleshooting, positive performance reviews and previous employer references.
- Strong verbal applicable language skills – native or near native / minimal accent impact.
- Demonstrate ability to take ownership of customer issue and follow-up with customer to ensure a successful resolution and delightful experience.
- Attention to detail with customer and case documentation.
Qualification:
- Must possess at least a Diploma or a Bachelor’s degree in Computer Science/ Information Technology or equivalent.
- Technical SME (Subject Matter Expert Certifications) in, Hardware, Network Switching, Routing & Security (Firewalls...Etc.).
The Package :
- Basic salary RM3700.
- Performance Related bonus on a quarterly basis for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive – Customer Service - Airlines
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Job Description
The Position:
- The Executive –Customer Service will be required to manage all enquiries pertaining to travel arrangements and related products and services.
- The position will require you to support the contact centre via telephone calls and emails in spoken and written English and Bahasa Malaysia.
The Responsibilities of the Role:
- Assist with all incoming enquiries pertaining to travel reservations, products, and services.
- Assist with all promotion and marketing campaign enquiries.
- Resolve customer complaints and enquiries in relation to changes in travel dates and related services.
Skill Requirements:
- SPM/STPM/Diploma/Degree or equivalent professional qualification.
- Excellent command of spoken and written English and Bahasa Malaysia.
- The ability to read, write and speak Mandarin is an advantage.
- Possess initiative, able to work independently and as a team.
- Dynamic, highly motivated, and result-oriented team player with good interpersonal skills.
- Ability to work in a challenging environment.
- Contact Centre Operating Days: Rotational Shifts 24/7
The Package :
- Salary Package:
- During training, RM2,000.
- Upon Successful Go Live RM2,250.
- Upon confirmation RM2,500 + 1 time payout of RM1000.
- Mandarin Language allowance RM 700 (read, write and speak Mandarin) + 1 time payout of RM1000.
- Performance Related bonus on a quarterly basis for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Entry Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Program Deployment Specialist (MSCT)
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Job Description
The Position:
- The role is responsible for design, development of dashboards, reporting sources from MTSA, LUDP, SLQ & various production systems. This position will collaborate with Business stakeholders, leaders and subject matter experts to design, develop and support all kinds of data or report requests. This position will also gather requirements, performance analysis and translate business reporting requirements into Report or Dashboard view. Ability to create SQL DB from scratch for the analytics dashboards.
The Responsibilities of the Role:
- Gather and understand business requirements to set functional specifications for reporting applications.
- Develop automated reports and dashboards using various reporting tools.
- Utilize strong business application knowledge like PowerBI, SQL, SAP, Qlik, and Excel to quickly combine datasets in order to produce data mashups.
- Creating reports via Power BI/ Qlik tool automation for the dashboard, reports
- Collecting requirements for projects, reports, etc.
- Business Analysis - 50%
- Reports and Ad-hoc request - 50%
Skill Requirements:
- 3 to 5 years of relevant experience
- Minimum 2 years' experience in data analytics, database or a quantitative field
- Ability to write complex SQL queries & knowledge of Qlik, PowerBI (Analytic Tools), Microsoft Excel
- Possess strong knowledge of source data along with the ability to unravel existing reporting logic back to their source systems. Good problem solving skills.
- Strong knowledge of relational, analytical and multi-dimensional database architectures.
- Strong application development, including visualization, parameters and support optimization.
- Advanced analytical with the ability to understand business and technical functions, processes.
- Good programming skills for database management and general software
The Package :
- Attractive Salary (RM 3,500 - RM 4,500).
- Performance related bonus on a half yearly basis for confirmed staff.
- 15 days Annual Leave.
- 14 days Medical Leave.
- Medical and hospitalization insurance coverage
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Business Intelligence Analyst
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Job Description
The Position:
- The Business Intelligence Analyst is responsible for supporting businesses leverage data, designing, developing the dashboard, and identifying opportunities for improvement as well as offering solutions. This position will collaborate with Leaders, Business Stakeholders, and subject matter to support to request.
The Responsibilities of the Role:
- Accountable for directly working with the business to assist in all reporting, data extracts and information needs.
- Identify and execute robust and continuous improvement opportunities within the data management processes in the applicable systems.
- Be the information delivery expert responsible for creating adhoc reports, dashboard and data mining processes as per business needs.
- Gather and understand business requirements to set functional specifications for reporting applications.
- Developing and implementing data analyses, data collection systems and other strategies that optimize statistical efficiency and quality.
- Utilize strong business application knowledge like RPA, PowerBi, SQL, SAP, and Salesforce to quickly combine datasets in order to produce data mashups as answers to business-related questions.
- Acquiring data from primary or secondary data sources and maintaining databases.
- Interpreting data, analyzing results using statistical techniques.
- Acquiring data from primary or secondary data sources and maintaining databases.
- Possess deep insight into business process as it relates to system integration and interface.
Skill Requirements:
- Diploma/ Undergraduate degree, preferrable in Business Information Systems, Computer Science or Data Science.
- Display excellent communication, strong language competencies in English, problem solving, analytical and people skills.
- Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility.
- Advanced Microsoft Office (Excel, Macro) skills.
- 2 to 3 years of relevant experience.
- Minimum 5 years’ experience in Business Intelligence & Data Analytics.
- Ability to write complex SQL queries & knowledge of Power BI.
- Strong knowledge of relational, analytical and multi-dimensional database architectures.
- Advanced analytical with the ability to understand business and technical functions, process information quickly and assess impacts to data elements.
- Strong ownership & teamwork for win-win framework.
The Package :
- Attractive Salary (RM 3,000 - RM 5,500).
- Performance related bonus on a half yearly basis for confirmed staff.
- 15 days Annual Leave.
- 14 days Medical Leave.
- Medical and hospitalization insurance coverage.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Technical Support Executive – ANZ
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Job Description
The Position:
- The Executive – Technical Support will be required to manage incoming calls, emails and chat from customers pertaining to PCs, Laptops, Smartphones and Electronic products and services.
- The position will require you to support the contact centre in spoken and written English.
Skill Requirements:
- Diploma /Degree in IT related disciplines
- Good command of spoken and written English.
- Prior experience in a similar role is an advantage.
- Well versed in Windows Operating Systems and Windows Office.
- Well versed in Android software and hardware.
- Possess initiative, able to work independently and as a team
- Dynamic, highly motivated and a result-oriented team player with good interpersonal skills
- Operating Days : Monday-Friday
- Operating hours : 5am-6pm( following the ANZ hours).
- Rotational shifts
- Each shift is 9 hours including 1.5 hrs for breaks
- Foreign nationals are welcome to apply.
The Package :
- Attractive Salary - RM3000 - RM4000
- Performance related bonus on a quarterly basis for confirmed staff.
- 15 days Annual Leave.
- 14 days Medical Leave.
- Medical and hospitalization coverage.
Experience Required :
- Entry-Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.