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Assistant Manager - Operations
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Job Description
The Responsibilities of the Role:
- Lead, supervise, and coach the Executive Technical Support team to achieve call centre KPIs and service levels.
- Review and enhance workflows and SOPs to improve productivity and close service gaps.
- Maintain and continuously update the Quality Management System (QMS) and all supporting documentation, including forms, templates, policies, and work instructions.
- Collaborate with the Operations Manager/MIS department to coordinate shift rosters and manage staff scheduling to meet operational needs.
- To prepare daily, weekly, and monthly reports pertaining to contact centre operations and performance.
Skill Requirements:
- Degree or an equivalent professional qualification.
- Mandarin language capability will be an added advantage.
- Good command of spoken and written English and Bahasa Malaysia.
- Excellent knowledge of ICT products and services, including computer hardware, electronics, software, and basic networking.
- Minimum 3 years of experience in similar capacity.
- Proficient in MS Office applications.
- Passionate about customer care, providing responsive and quality support.
- 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 :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Procurement - Admin
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Job Description
The Responsibilities of the Role:
- Performing general administration duties.
- Manage the purchase order process from start to finish.
- Ensure it is the correct process for accounting procedures.
- Adhere to company procurement policies and procedures.
Skill Requirements:
- SPM/STPM/Diploma/Degree in any discipline.
- Good command of spoken and written English and Bahasa Malaysia.
- Minimum 1 year of experience in similar capacity.
- Proficiency in MS Office software.
- Attractive Salary (RM1,800 – RM2,500).
- Performance related bonus for confirmed staff.
Experience Required :
- Entry Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Senior Technical Support Engineer
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Job Description
The Position:
- As an Incident Management Senior Engineer within the ITIL framework, your mission is to ensure the efficient and effective management of incidents and service requests for assigned accounts.
- Your role involves responding to, facilitating, and administering ITIL and related service support processes.
The Responsibilities of the Role:
- Reviewing resolved incident tickets to ensure all necessary information is updated and accurate.
- Leading, driving, and managing internal and external stakeholders, including outsourced vendors, to promptly resolve incidents and requests within the contracted Service Level Agreement (SLA).
- Taking ownership of resolved incidents by monitoring and tracking their status, managing investigation and diagnosis, and ensuring timely updates to maximize system availability, improve service levels, optimize costs, and enhance customer satisfaction.
- Serving as the primary contact point for major incidents, coordinating between various IT teams and internal / external ‘s stakeholders to facilitate rapid incident resolution.
- Recommending enhancements to streamline the ticket management process and improve overall efficiency.
- Ensuring that all incident management activities adhere to company policies, industry standards, and regulatory requirements.
- Building and maintaining strong relationships with stakeholders, understanding their needs, and ensuring IT services meet their expectations.
- Creating and managing knowledge to improve future incident handling and resolution.
- Managing problems and risks identified within the environment.
- Managing Known Errors and related solutions and fixes to prevent recurrence and ensure continuity of service.
- Collaborating with Change Management to ensure changes are managed effectively and do not adversely affect the Incident Management.
Skill Requirements:
- Strong language competencies in English, Mandarin and Cantonese language.
- Bachelor's degree in Computer Science, Software Engineering, or a related field.
- Industry Experience: At least 3-5 years of experience in IT service management, with a focus on incident management, case management, contact center environment.
- Case Management Experience: Proven experience in managing incidents within an ITIL framework, including handling major incidents, and coordinating with cross-functional teams
- Technical Expertise: Hands-on experience with IT infrastructure and software systems, with the ability to troubleshoot and resolve technical issues.
The Package :
- Attractive Salary (RM4,000 – RM6,000).
- 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.
Executive - Service Delivery Coordinator
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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 Lenovo 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 Lenovo Service Providers.
- Maintain governance and audit processes targeted to Lenovo Service Provider KPI achievement and management of cost.
- Manage penalty programs for parts non-return.
- Ensure accuracy of Lenovo Service Provider bonus and pay for performance programs.
- Ensure Lenovo Service Providers are compliant with certification and training programs.
- Proactively identify and act upon opportunities related to customer experience and satisfaction in Service Delivery.
Skill Requirements:
- 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.
- Strong data analytic, Excel skills and logic thinking.
- 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.
- 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.
- Bahasa Malaysia/Mandarin language proficiency will be an added advantage.
The Package :
- Attractive Salary (RM3,300 – RM4,500).
- 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.
Incident Management Senior Engineer (English, Mandarin and Cantonese Language Support)
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Job Description
The Responsibilities of the Role:
- Reviewing resolved incident tickets to ensure all necessary information is updated and accurate.
- Leading, driving, and managing internal and external stakeholders, including outsourced vendors, to promptly resolve incidents and requests within the contracted Service Level Agreement (SLA).
- Taking ownership of resolved incidents by monitoring and tracking their status, managing investigation and diagnosis, and ensuring timely updates to maximize system availability, improve service levels, optimize costs, and enhance customer satisfaction.
- Serving as the primary contact point for major incidents, coordinating between various IT teams and internal / external ‘s stakeholders to facilitate rapid incident resolution.
- Providing timely, clear, accurate, and punctual updates to internal and external stakeholders to complete the incident verification process within the SLA.
- Identifying, analyzing, and interpreting trends or patterns in complex data sets to uncover deeper issues, insights, and opportunities for improved service delivery and management.
- Conducting timely daily, weekly, and monthly analysis of ticket volumes to identify trends and areas for improvement, providing input for problem management, and recommending sustainable enhancements to incident management processes.
- Recommending enhancements to streamline the ticket management process and improve overall efficiency.
- Conducting root cause analysis for major incidents and generating detailed reports outlining key issues, impacts, resolutions, and preventative actions. Facilitating the audit process to identify potential process gaps.
- Handling the escalation process for major or critical incidents, ensuring prompt and proper escalation to higher management when necessary.
- Ensuring that all incident management activities adhere to company policies, industry standards, and regulatory requirements.
- Building and maintaining strong relationships with stakeholders, understanding their needs, and ensuring IT services meet their expectations.
- Creating and managing knowledge to improve future incident handling and resolution.
- Managing problems and risks identified within the environment.
Skill Requirements:
- Bachelor’s Degree: A degree in Information Technology, Computer Science, Engineering, or a related field is typically required.
- Industry Experience: At least 3-5 years of experience in IT service management, with a focus on incident management, case management, contact center environment.
- Must be able to read, write and speak in English, Mandarin and Cantonese.
- Case Management Experience: Proven experience in managing incidents within an ITIL framework, including handling major incidents, and coordinating with cross-functional teams.
- Technical Expertise: Hands-on experience with IT infrastructure and software systems, with the ability to troubleshoot and resolve technical issues.
- Leadership Experience: Experience leading and coordinating teams, particularly during high-pressure situations.
- Service Desk Experience: Prior experience in a service desk or IT support role can provide valuable insights into the incident management process.
- Vendor Management: Experience working with and managing external vendors and service providers.
- Customer Service Experience: Demonstrated ability to manage customer relationships and ensure high levels of customer satisfaction.
- Data Analysis: Experience with analyzing incident data, identifying trends, and implementing improvements based on data-driven insights.
- Process Improvement: Experience in developing and implementing process improvements within an ITIL framework.
- Knowledge Management: Experience in developing, enhancing and execution of Knowledge management.
The Package :
- Attractive Salary (RM4,500 – 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.
Junior Software Engineer
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Job Description
The Position:
- The ideal candidate will have a passion for coding, a desire to learn new technologies, and the ability to work collaboratively in a team environment.
- This position is an excellent opportunity for recent graduates or entry-level professionals to grow their skills and advance their careers in software development.
The Responsibilities of the Role:
- Collaborate with senior engineers to design, develop, test, and maintain software applications.
- Write clean, maintainable, and efficient code following best practices.
- Participate in code reviews and provide constructive feedback to peers.
- Troubleshoot, debug, and resolve software defects and issues.
- Assist in the development of technical documentation.
- Stay up-to-date with emerging technologies and industry trends.
- Participate in team meetings, including stand-ups, planning sessions, and retrospectives.
- Any other adhoc tasks.
Skill Requirements:
- Strong language competencies in English and Bahasa Malaysia language.
- Bachelor's degree in Computer Science, Software Engineering, or a related field.
- Proficiency in at least one programming language (e.g., Java, Python, C#, JavaScript).
- Familiarity with version control systems, such as Git.
- Basic knowledge of databases.
- Strong problem-solving and analytical skills.
- Excellent communication and teamwork abilities.
- Eagerness to learn and adapt to new technologies.
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 :
- Entry Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Specialist - Social Media - English and Mandarin Language Support
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Job Description
The Responsibilities of the Role:
- Provide Technical Support for HONOR 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/complaints that cannot be resolved within SLA to relevant teams.
- To manage complaints and feedback.
- Performs systematic tracking of escalated problems until they are closed.
- Work on ad hoc tasks assigned by respective line manager.
- Able to effectively provide Customer solutions with cross sell and upsell opportunities based upon Customer needs.
- Able to communicate and adapt to different types of customers.
Skill Requirements:
- Graduate from college or above, related professional on electronically is preferred with background in Electronics, communications, economics, management, etc.
- Excellent command of spoken and written English and Mandarin.
- Experience in other mainstream mobile phone manufacturers is an added advantage.
- Contact center experience is preferred.
- More than 3 years of experience using Windows, Windows Office, MS Outlook, Chrome, and Internet Explorer.
- Basic web-based application skills including Internet navigation and search experience on a computer.
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 Technical Support - English and Burmese Language Support
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Job Description
The Responsibilities of the Role:
- Receive call or 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:
- Strong language competencies in English and Burmese language.
- Degree, Diploma or an equivalent professional qualification.
- 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 (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 or Specialist - Human Resources ERIR
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Job Description
The Responsibilities of the Role:
- Expatriate Management
- Organize and verify necessary documents for new and renewal employment pass (EP), dependent pass (DP), and social visit pass (SVP) applications submitted through the Expatriate Service Division (ESD), MDEC expats system.
- Handle offboarding procedures for expatriates, including the cancellation of employment pass (EP), dependent pass (DP), and social visit pass (SVP) applications.
- Act as the company representative, coordinating with MDEC Cyberjaya, Immigration Putrajaya, and other authorities on matters such as loss of passport, transfer of endorsement, special pass issuance, overstay clearance, and permissions for work and study.
- Liaise closely with hiring managers to understand their business demands to meet hiring needs in a timely manner.
- Industrial Relations
- Conduct reference checks for internal applications, rehiring, and payroll-related activities. Support processes such as cash advances, promotions, performance reviews, internal transfers, and contract extensions.
- Develop and manage announcements related to government regulations. Assist with company-wide Employee Relations programs and activities, including handling staff grievances and supporting internal communication efforts.
- Issuance of HR letters, including non-confirmation, non-renewal, AWOL, termination, and warning letters, ensuring compliance with the Employment Act 1955, Industrial Relations Act 1967, and company policies.
- Attending and participating in IR activities including handling staff disciplinary issues, conducting investigations, and participating in domestic inquiries.
Skill Requirements:
- Degree in Human Resource Management or equivalent.
- Good command of written and spoken English and Bahasa Malaysia.
- Fresh graduates are encouraged to apply.
- Dynamic, highly motivated and a result - oriented team player with good interpersonal skills.
- Possess initiative and able to work independently.
- Ability to work in a challenging 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.
Associate Solution Architect - ICT Security
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Job Description
The Responsibilities of the Role:
- Maintains the health, performance, and tuning of the SIEM platform and coordinates with department stakeholders when new technologies are implemented to ensure appropriate data ingest.
- Experience developing and documenting configuration standards, policies, and procedures for operating, managing and ensuring the security of a SIEM infrastructure.
- Planning, implementing, managing, monitoring, and upgrading security measures for the protection of the organization's data, systems, and networks.
- Monitoring, troubleshooting security and network events.
- Ensuring that the organization's data and infrastructure are protected by enabling the appropriate security controls.
- Thorough understanding of the latest security principles, techniques, and protocols.
- Familiarity with web related technologies (Web applications, Web Services, Service Oriented Architectures) and of network/web related protocols.
- Conducting testing and scans to identify any vulnerabilities in the network and system.
- Analyze and respond to security threats from Firewall (FW), Intrusion Detection Systems (IDS), Intrusion Prevention Systems (IPS), Antivirus (AV), Endpoint Detection and Response (EDR) and other security threat data sources.
Skill Requirements:
- A Degree in computer science or cybersecurity or equivalent from a recognized university or institute.
- At least two years ICT industry experience in configuring, managing, and troubleshooting.
- Interpersonal skills and experience in presenting security incidents.
- Teamwork skills.
- Work experience in a SOC is an added advantage.
- ICT security certifications are an added advantage.
- Good communication skills in English.
The Package :
- Attractive Salary.
- 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 Customer Service - ENG and BM or ENG and MAN
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Job Description
The Responsibilities of the Role:
- Competent advice and support for customers and advisors by phone and email.
- Determining the respective, customer-specific requirements, individual assistance, finding solutions and product advice.
- Ensuring customer satisfaction even in tricky situations.
- Contact documentation.
- Order entry.
- Escalation trough the specific systems if necessary.
Skill Requirements:
- Competent advice and support for customers and advisors by phone and email.
- Determining the respective, customer-specific requirements, individual assistance, finding solutions and product advice.
- Ensuring customer satisfaction even in tricky situations.
- Contact documentation.
- Order entry.
- Escalation trough the specific systems if necessary.
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 :
- Sunway Damansara, Petaling Jaya.
Employment Type :
- Full Time.
Solutions Architect - ICT Architecture
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Job Description
The Responsibilities of the Role:
- Responsible for collaborating with operations and IT teams to ensure reliable services by designing solution architectures. This includes developing ICT blueprints and defining enterprise, infrastructure, data, and solution architectures to align IT systems with business needs.
- Analyzes technology requirements and develops functional specifications. Conducts comparative analysis and competitive bidding when necessary.
- Assists staff in understanding and using technology; conducts regular staff technology presentations and trainings.
- Presents and implements technological alternative to reduce cost, streamline functions, and improve productivity.
- Demonstrate the ability to negotiate and manage both technical and financial terms with service providers and vendors.
- Develops and maintains technology policies, standards and procedures manual; develops and maintains related technology checklists.
- Ensures compliance with all software licensing agreements. Manages and safeguards software media and associated licenses.
- Oversees troubleshooting, systems backups, archiving replication and disaster recovery and provides expert support when necessary.
- Works with project teams to help implement Internal Systems.
- Effectively communicates relevant IT - related information to superiors.
- Relays relevant IT - related information to the company in a timely manner.
- Suggests areas for improvement in internal processes along with possible solutions.
Skill Requirements:
- Bachelor’s degree or equivalent in Computer Science or Information Technology/ Information Systems Management encouraged to apply.
- 6+ industry experience with 3 years’ experience of cloud infrastructure and DevOps role.
- Professional Certification in AWS solution and application architect.
- Certification of Azure, Oracle cloud and other related technologies.
- Hands on Experience on Cloud technologies and work on multi-cloud environments.
- Design, Integrate, manage, and support for cloud base solutions.
- Technical knowledge with problem solving and troubleshooting skills.
- Good communication skills in English and Indonesia language – to read, write and speak.
- Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times.
The Package :
- Attractive Salary.
- 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.
Assistant Manager Vendor Operation
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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 to make outbound calls to customer 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.
Skill Requirements:
- Minimum 3-5 years of direct experience on 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 is an advantage.
- Logical thinker, fast learner, good analytical and problem-solving skills.
- Able to organize and prioritize in a fast paced, dynamic work environment.
- Interpersonal savvy and proactive.
- Able to work in a TEAM environment and willing to contribute to achieve company’s objective.
- With either one job experience below:
- Technical support
- Case management
- Excellent interpersonal and communications skills.
- Excellent and effective communication skills at all levels - written and verbal.
- Must be fluent in English, Vietnamese language.
The Package :
- Attractive Salary.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
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.
Executive Technical Support - (English and 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:
- Required to speak, read and write in English and Korean.
- 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.
- Attractive Salary.
- Performance related bonus for confirmed staff.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive Customer Service - (English Language Support)
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Job Description
The Responsibilities of the Role:
- Must be proficient in written and spoken in English.
- 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.
- Point adjustment and swap card handling.
- Change/cancel/recovery of partner point transfer.
- Enquiries relate to Member account, program and promotion.
- Loyalty Program related enquiries and support.
- Handle member queries on redemption status, non- received or lost voucher.
- Handle "Form Recovery" e.g. incomplete information.
- Handle recovery for rejected requests / return mails, which may include standard letter generation, outbound calls.
- Handle any other miscellaneous requests from card members and service station dealers.
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.
- Possess initiative, ability to work independently and within 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 (RM2,500).
- Performance Related Allowance per quarter 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.
Specialist Learning and Development - (English, Mandarin and Cantonese Language Support)
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Job Description
The Responsibilities of the Role:
- Create Content and Deliver Training Programs not limited to project specific, soft skills and personal development (for all levels of Operations staff).
- Analyze, evaluate and report on Training Activities & Training Evaluation and Quiz Performance.
- Align the preparation of training reports and evaluation with the requirements of SLC (Scicom Learning Campus).
- Conduct Training Needs Analysis for clients, preparing Periodic Training Reports on training performance, quizzes and training effectiveness.
- Maintain and track all databases for all training plans (product/soft skills/development plans) and monitoring of individual personal development plans and training records, attendance management and post training evaluations.
Skill Requirements:
- Must be a Diploma/Degree holder or have an equivalent professional qualification in a relevant field of study.
- Good command of spoken and written English, Mandarin and Cantonese.
- Minimum 12 months at current Executive/Specialist level.
- Excellent Customer Service Skills.
- Proficient in MS Office applications.
- Excellent disciplinary and performance track record.
- A good understanding of call center operations to be able to identify, assess and to innovate with existing business processes and future organization and client requirements.
- Demonstrates good people skills and teamwork qualities that foster a constructive working relationship and a friendly environment.
The Package :
- Attractive Salary (RM 3500).
- Performance Related Allowance per quarter 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.
Specialist Technical Support - (English and Khmer 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 & educates customers through combination of experience & 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:
- Required to speak, read and write in English and Khmer.
- Working Knowledge of Windows Operating Systems and MS Products.
- Proven ability to troubleshoot Client solutions.
- Effective communication skills at all levels - written and verbal - English and Khmer language.
- Superior customer service skills.
- Proven ability to learn new and complex technology.
- Able to prioritize in a fast paced, dynamic work environment.
- Attractive Salary (RM4,000 – RM4,500).
- RM500 housing allowance.
- Performance related bonus for confirmed staff.
Experience Required :
- Associate
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 Technical Support - (English and Japanese 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:
- Required to speak, read and write in English and Japanese.
- 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.
- Attractive Salary.
- Performance related bonus for confirmed staff.
Experience Required :
- Entry Level
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 - (Vietnamese 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.
- Good communication skills in Vietnamese and English language to read, write and speak.
- Fresh graduate with good English 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.
- 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).
- Housing 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.
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.
Executive - Monitoring Support (English and Mandarin Language Support)
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Job Description
The Responsibilities of the Role:
- Proactiveness 24x7 monitoring & real-time visibility to Lenovo service order deliveries within SLA.
- Control tower and coordination of service delivery related responses and activities.
- Oversees the IT related issue (Jira Ticketing) that is essential to business.
- Situational awareness & ongoing communication to internal business stakeholders & external partners.
- Daily close monitoring on Open task (Service Order).
- Proactive monitoring of service order deliveries to ensure timely repair within service level agreement.
- Control tower of general enquiries, operational activities & escalations via phone, email, chator Communicator queue to ensure resolution & customer satisfaction.
- Action on requests and provide response with progress update promptly until issue resolved.
- Interpreting data, analyzing results using statistical techniques.
- Interface with relevant service teams to work for part relation & substitution, revision delivery ETA, service deferral and other alternatives on any miss or potential delay.
Skill Requirements:
- Strong language competencies in English and Mandarin language.
- Call center or service experience in IT and technical experience, preferably with monitoring tools, will be an added advantage.
- Ability to work effectively in a team environment with both technical and non-technical staff.
- Undergraduate degree or diploma in IT or business-related fields.
- Fresh graduates are encouraged.
- Able to work night shift.
- Ability to manage adverse and ambiguous situations.
- Work in 24x7 rotational shift environment.
- Basic Microsoft Office (Outlook, Excel and PowerPoint) skills.
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.
Technical Support - Computer Hardware (All language support)
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Job Description
The Position:
- The Executive –Technical Support will be required to manage incoming calls and emails pertaining to PCs, Laptops and related products and services.
- The position will require you to support the contact centre in spoken and written English & language of support (see below)
- Operational hours currently 9am to 6pm Mondays to Fridays(country specific) however, working towards 24/7 in future.
Skill Requirements:
- Degree in IT related disciplines.
- 23 years old and above.
- Excellent command of spoken and written language of support:
- *English only
- *English & Bahasa Malaysia
- *English & Cantonese/Mandarin
- *English & Thai
- *English & Vietnamese
- *English & Tagalog
- *English & Bahasa Indonesia
- *English & Japanese
- Possess initiative, able to work independently and as a team.
- Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.
- Well versed in PC hardware and software.
The Package :
- Attractive Salary
- Performance related allowance on a quarterly basis for confirmed staff.
- Work permit organised and paid for by Company (where applicable)
- Housing allowance provided (where applicable)
- 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 - 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.
Manager - Employee Relation and Industrial Relation
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Job Description
The Responsibilities of the Role:
- Responsible for all Industrial Relations activities for the company, including handling all matters related to disciplinary actions, grievances, counseling, staff misconduct, advising, and guiding management on the best practices of employer and employee relations including all relevant employment laws.
- Investigate, manage, and control all the disciplinary and grievance mechanisms, as well as participate in domestic inquiries (DI) as prosecutor, grievance, and counseling.
- Consultations and Councils on Court Cases – Establishing good relationships with relevant industry players, consulting legal practitioners and related government agencies under the Human Resources Ministry, and providing advice accordingly and when necessary, making recommendations on best practices relating to managing court cases.
- Responsible for all Industrial Relations cases and communicates all the related activities and movements to the management as and when required.
- Handle the whole process of getting the different passes, permits, and licenses in related to the nature of the group business; this includes MoHE submissions and approvals, the expatriates’ employment pass and their dependent pass application and renewal, Social Visit Pass for Internship, Professional Visit Pass for Visiting Professor (if required) and etc.
- Review existing policies, procedures, guidelines, and proposed changes if required for the improvement of the overall Industrial Relations policies and procedures.
- Carry out all tasks following corporate guidelines and procedures and ensure full compliance with the company’s policies, procedures, and code of conduct.
- Providing day-to-day advice and guidance on HR matters to all levels of employees to ensure compliance with the Company’s policy, rules and regulations, and government legislation such as the Employment Act.
- Create and conduct sustainable employee engagement strategies and activities.
- Oversees the employee engagement index survey participation, progress, and report.
- Developing across-the-board employee relations activities to improve overall staff engagement.
- Establish and maintain good rapport and relationships with relevant stakeholders.
Skill Requirements:
- Minimum Education: Degree in Human Resource Management (preferably with Industrial Relations elective), Law or equivalent.
- Experience (Years): At least 3 - 5 years of working experience in Industrial Relations or at least 2 years of post-qualifying experience in the legal profession
- Well versed with the Malaysian Labour Laws, Employment Act and Industrial Relations Act.
- Hand-on working experience especially in conducting investigations into misconducts/malpractices as well as conducting DI is an advantage.
- Independent, result-oriented and demonstrates ability to work in a fast paced/dynamic environment.
- Well equipped with time management skill, demonstrates the ability in setting priorities and meeting deadlines.
- Strong organizational skills with demonstrated ability to manage multiple tasks and projects simultaneously.
- Proficient in Microsoft Office applications including Word, Excel and PowerPoint.
The Package :
- Attractive Salary.
- Performance related bonus for confirmed staff.
- Medical and hospitalization coverage.
Experience Required :
- Mid-Senior Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Assistant Manager - E-Commerce Post Sales (Korean Language Support)
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Job Description
The Responsibilities of the Role:
- Support and drive the end-to-end Ecommerce business both B2C and B2B in partnership with the Ecommerce director for Australia and New Zealand.
- Understand the competitive dynamics of the industry to align growth plans to identify growth opportunities.
- Accountable for the offshore post sales operations to make sure key KPI’s are met and drive best in class customer experience. Redesign and orchestrate process improvements as and then required.
- Own the infrastructure roadmap of the ecommerce platform in partnership with global IT and Ecommerce teams building business cases for potential investments if required for Australia and New Zealand sites.
- Responsible for quarterly planning working across product, marketing and sales teams to ensure plans are well aligned and detailed to drive the required financial outcome.
- Drive data-based decisions making within the ecommerce team working with global and local analytics team, be the owner of data in the business supported by specialist data analyst teams.
- Responsible for commercial management including commercial negotiations of outsourced agency contracts to align with business outcomes.
- Drive innovation in launching new products and solutions to target diversification of portfolio and revenue streams.
- Act as a proxy to the Director of Ecommerce in decision making and executive interactions at local, Asia Pacific and WW level.
- Along with the Director of Ecommerce run the weekly business review meetings to highlight potential improvement areas and key focus areas.
- Act as the UX/CX lead to drive continuous improvement, building action plans and ensuring follow through.
- Support drive the B2B sales process partnering with sales lead to increase market share and drive and account-based management.
- Work with Broader Lenovo segment and functional teams to collaborate and be the voice of Ecommerce as a route to market.
Skill Requirements:
- Strong language competencies in Korean language. (to read, write and speak).
- Communicate and be able to adapt with different people and diverse personalities.
- Ability to multi-task and to work around scheduled deadlines within a dynamic and challenging environment.
- Ability to monitor team quality and provide coaching to improve overall team quality.
- Ability to manage, motivate, maintain fairness and harmony among team members.
- A high degree of integrity and professionalism with leadership traits.
- Ability to work under pressure and maintain a positive frame of mind. Dynamic, highly motivated and a result- oriented team player with good interpersonal skills.
- Ability to prioritize a good sense of judgment and display aptitude for accurate decision making.
- Ability to work in a challenging 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 :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Managed Service Desk Executive - Technical Support (Thai 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:
- Require to speak and write in English and Thai (additional languages would be a plus point).
- 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).
The Package :
- Attractive Salary (RM3,500 – RM4,500).
- RM500 housing allowance.
- 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 – Front Desk - English and Bahasa Malaysia Language Support
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Job Description
The Responsibilities of the Role:
- Ensure that all customers are attended to within the specified wait time determine by the management.
- Ensure that all applications received through the front desk are invoiced on a daily basis.
- Answer any enquiries from customers regarding education in Malaysia.
- Ensure that all passports/supporting letters received/provided through the front desk is in line with SOPs determine by the management.
- Work closely with internal departments to ensure all escalations received through the front desk are progressing smoothly.
- Handling & vetting urgent cases given by the clients.
- Undertake any other admin tasks assigned by the Assistant Manager or any other superior from Operations as and when required.
- To highlight any system downtime to line manager.
- When the operational situation arises, management will require the agent to stay back and complete all assigned duties.
- Attend daily escalated cases via CRM pertaining to front desk escalations.
Skill Requirements:
- Ability to provide comprehensive and accurate information replies to correspondents.
- Willingness to deliver targets set and ensures there are no backlogs.
- Work under pressure during high volume and ensure there are no backlogs.
- Diploma/Degree holder in any discipline.
- Good command of spoken and written English and Bahasa Malaysia.
- Proficient in MS Office (Word, Power Point & Excel)
- Ability to work in a fast-moving environment.
- Attractive Salary (RM2,500)
Experience Required :
- Entry Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Executive Customer Service - Email - English and Bahasa Malaysia Language Support
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Job Description
The Responsibilities of the Role:
- To ensure that all emails are replied within 24 hours.
- To ensure all assigned tasks are replied within the stipulated timeframe.
- To ensure all cases are escalated correctly by following the escalation process.
- To ensure all emails and cases are logged and replied through CRM.
- Make sure that all emails are carefully read and investigated before replying so that we can ensure all replies are accurate and relevant.
- To make sure that STARS statuses are updated correctly.
- Highlight all urgent cases to the Line Manager for further assistance.
- To seek Line manager assistance whenever is needed.
- Able to meet the daily target that is set by management.
- Highlight any downtime or technical issue to the Line manager for further escalation.
- To answer calls whenever required in the event there is a high volume of calls.
- Undertake any other ad-hoc tasks assigned by the Line Manager or any other superior from Operations as and when required.
- When an operational situation arises, management will require assistance to stay back and complete all assigned duties.
Skill Requirements:
- Ability to provide comprehensive and accurate information replies to correspondents.
- Willingness to deliver targets set and ensures there are no backlogs.
- Work under pressure during high volume and ensure there are no backlogs.
- Diploma/Degree holder in any discipline.
- Good command of spoken and written English and Bahasa Malaysia.
- Proficient in MS Office (Word, Power Point & Excel)
- Ability to work in a fast-moving environment.
- Attractive Salary (RM2,500)
Experience Required :
- Entry Level
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.
Specialist - Security Operations Center Analyst L1
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Job Description
The Responsibilities of the Role:
- Comfortable working with SIEM tools and incident handling experience preferred.
- Support and coordinate response to cyber-attacks that threaten assets, intellectual property, networks, and computer systems.
- Analyze and respond to security threats from Firewall (FW), Intrusion Detection Systems (IDS), Intrusion Prevention Systems (IPS), Antivirus (AV), Endpoint Detection and Response (EDR) and other security threat data sources.
- Utilize other analytic tools (NDR, etc.) to identify potential threats to the environment.
- Sound knowledge and practical experience with TCP/IP networking.
- Experience with Linux, Windows, iOS, and Network Operating Systems.
- Knowledge of information technology (IT) security principles and methods (e.g., demilitarized zones, encryption, etc.)
- Knowledge of current threats, vulnerabilities, and recent cyber-attacks.
- Critical thinking and analytical skills.
- Manage security incident/Event tickets.
- Responsible for working in a 24x7 Security Operation Centre (SOC) environment.
Skill Requirements:
- Degree in computer science/cybersecurity or equivalent from a recognized university/institute.
- At least two years of ICT industry experience in configuring, managing, and troubleshooting.
- Interpersonal skills and experience in presenting security incidents.
- Teamwork skills.
- Good written and oral communications skills.
- Work experience in a SOC is an added advantage.
- ICT security certifications are an added advantage.
- Attractive Salary (LKR 110,000 to 140,000).
Experience Required :
- Associate
Location :
- Scicom LANKA Office.
Employment Type :
- Full Time.
Executive - Incident Management (English 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 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:
- Strong language competencies in English language.
- Call center or service experience in IT and technical experience, preferably with monitoring tools, will be an added advantage.
- Case monitoring and management.
- Ability to work effectively in a team environment with both technical and non-technical staff.
- Undergraduate degree or diploma in IT or business-related fields.
- Able to work the night shift.
- Work in a 24-hour rotational shift environment.
- Basic Microsoft Office (Outlook, Words, PowerPoint, and Excel) skills.
- Ability to manage adverse and ambiguous situations.
The Package :
- Attractive Salary (RM3,500 – RM4,000).
- 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.
Executive Customer Service - Persian
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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 Persian.
- 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 RM3,500.
- 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.
Senior Solutions Architect-ICT Architecture (English & Bahasa Malaysia Language Support)
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Job Description
The Responsibilities of the Role:
- Provides technical supervision to the technology teams; supervises other staff as directed; annually updates technology job descriptions; completes technology staff evaluations.
- Analyzes technology requirements and develops functional specifications.
- Conducts comparative analysis and competitive bidding when necessary.
- Assists staff in understanding and using technology; conducts regular staff technology presentations and trainings.
- Presents and implements technological alternative to reduce cost, streamline functions and improve productivity.
- Develops and maintains technology policies, standards and procedures manual; develops and maintains related technology checklists.
- Ensures compliance with all software licensing agreements. Manages and safeguards software media and associated licenses.
- Oversees troubleshooting, systems backups, archiving and disaster recovery and provides expert support when necessary.
- Works with project teams to help implement Internal Systems.
- Effectively communicates relevant IT - related information to superiors.
- Relays relevant IT - related information to the company in a timely manner.
- Suggests areas for improvement in internal processes along with possible solutions.
Skill Requirements:
- Bachelor’s degree or equivalent in Computer Science or Information Technology/ Information Systems Management.
- Member of British Computer Society.
- 6+ industry experience with 3 years’ experience of cloud infrastructure and DevOps.
- Professional Certification in AWS solution and application architect.
- Certification of Azure, Oracle cloud and other related technologies.
- Sound knowledge about cloud technologies such as Azure, AWS, Oracle and GCP. Understanding migration plans and the costing.
- Sound knowledge about systems integration; Infrastructure, applications, and middleware technologies.
- Good communication skills, report writing, analytic & interpersonal skills.
The Package :
- Attractive Salary (RM 7,000).
- 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 - Quality and Customer Experience (English Language Support)
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Job Description
The Responsibilities of the Role:
- The analysts shall assist the development of the Arion and AI 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.
- Includes 24/7 coverage, so evening and weekend shift potentially work required.
- Be professional, fair and disciplined in all areas of the role.
Skill Requirements:
- Degree or Diploma qualification are encouraged to apply.
- Preferably with at least one year relevant working experience.
- Must speak fluent English.
- Telegu and Hindi language – to Speak, Read, and Write is an added advantage.
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 :
- 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 Customer Service (English and Japanese Language Support)
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Job Description
The Responsibilities of the Role:
- Handles and resolves customers' issue via email, online chatting tools and phone (inbound).
- Guarantees an unparalleled Customer Service experience and preserve the image of the company.
- Ability to present, persuade and communicate effectively with given job tasks.
- Ensure the customers' questions were fully understood and solved.
- Provide excellent customer service via chats, emails by using the right methods/ tools.
- Customer information management system operation and Translation.
- Use the agreed procedures to handle all chats and emails.
- Excel, Gmail, G-suits operation and management.
- Internal and external support by Skype.
- To escalate any queries or unresolved issues that cannot be completed within the agreed procedures/ processes.
- To proactively identify areas for procedural improvement and make recommendations to the Assistant Manager.
- To undertake any administration tasks delegated by the Assistant Manager.
- Includes 24/7 coverage, so evening and weekend shift potentially work required.
Skill Requirements:
- Required language(s): Japanese (Native) English.
- Good communication and interpersonal skills in Japanese and English.
- Proven customer support/service experience and Excellent Telephone and chat skills.
- Ability to multi-task, prioritize and time management skills.
- Hardworking, punctuality willing to work in shift and responsible.
- Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, any field.
- No work experience required.
- Experience using Microsoft Excel, Word.
- Quality focus and excellent patience.
The Package :
- Attractive Salary (RM 9,000 – RM 11,000).
- RM500 housing allowance for those who qualify.
- 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 & 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.
ICT - Architecture - Assistant Manager - Database Administrator
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Job Description
The Responsibilities of the Role:
- Managing the ICT architecture team and working closely with the operations and business technology teams.
- Provides technical supervision to the technology teams; supervises other staff as directed; annually updates technology job descriptions; completes technology staff evaluation.
- Analyze technology requirements and develops functional specifications, conducts comparative analysis and competitive bidding when necessary.
- Assists staff in understanding and using technology; conducts regular staff technology presentations and trainings.
- Presents and implements technological alternative to reduce cost, streamline functions and improve productivity.
- Develops and maintains technology policies, standards and procedures manual; develops and maintains related technology checklists.
- Ensures compliance with all software licensing agreements, manages and safeguards software media and associated licenses.
- Oversees troubleshooting, systems backups, archiving and disaster recovery and provides expert support when necessary.
- Works with project teams to help implement Internal Systems.
- Effectively communicates relevant IT - related information to superiors.
- Relays relevant IT - related information to the company in a timely manner.
- Suggests areas for improvement in internal processes along with possible solutions.
Skill Requirements:
- Master’s or Bachelor’s degree or equivalent in Computer Science or Information Technology/ Information Systems Management are encouraged to apply.
- Good communication skills in English language – to read, write and speak.
- Knowledge of project management and planning skills.
The Package :
- Attractive Salary (RM 6,500 – RM 7,500)
- 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 Quality Analyst - (English & Tagalog Language Support)
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Job Description
The Responsibilities of the Role:
- Responsible for conducting monthly Quality Monitoring and Feedback sessions (Call, email and chat) for Executives – Post Sales agents.
- Accurately conduct Quality Monitoring and Feedback sessions for the Executives mentioned above on a daily, weekly and/or monthly basis as specified by the Transaction Monitoring Methodology and Procedures.
- Collect and document Quality Monitoring results, analyze and recommend opportunities to Assistant Manager/Manager – Operations for continuous improvement on a monthly basis or whenever required.
- Assistant Manager – Quality & Customer Experience and Manager – Operation by translating quality monitoring results and analysis into accurate and timely reports, towards identifying opportunities for Quality improvement.
- Convey issues and positive reinforcement on quality concerns to Total Quality Management and Operations Management.
- *Job scope is to change based on hierarchical changes.
Skill Requirements:
- Graduate from college or above, related professional on electronically is preferred.
- Familiar with Window OS, Windows Office.
- Good communication skills in English and Mandarin language – to read, write and speak.
- More than 2 years of large-scale call center customer service-related work experience; above 1 year experience for QA.
- Sales/service experience in retail, sales, service or other “helping” business (preferred).
- PC industry knowledge (An advantage).
- Good patient, serious and responsible work, have good service consciousness.
- Conduct qualitative assessments of calls, e-mails, web chats and queue handling in accordance with QA program.
- Assist the Team leader to determine quality improvements, including, improvements/changes to training, coaching needs, process improvements or disciplinary actions.
- Can summarize excellent cases from the agent service and share with team members to improve the service skills.
The Package :
- Attractive Salary (RM 4,000 – RM 4,500).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Specialist Quality Assurance - (English Language Support)
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Job Description
The Responsibilities of the Role:
- Develop detailed, comprehensive, and well-structured test plans and test cases.
- Play the role QA Engineer: Design, develop, and execute automated test cases using Puppeteer framework or any other similar tools.
- Identify and report issues found in a detailed manner, then verify those issues when resolved.
- Execute manual testing if required and need to plan and perform regression testing.
- Review and analyse requirements, specifications, and technical design documents, providing timely feedback.
Skill Requirements:
- Basic requirements:
- Bachelor’s degree or an equivalent professional qualification in a relevant field of study.
- Experienced in Jira, Jenkins, Bitbucket, Teams.
- Experienced in Test Automation tools such as Puppeteer or any other tool.
- Experience in developing scripts against restful web services.
- Ability to work with minimal supervision and to meet deadlines.
- Have a positive and enthusiastic outlook with a ‘can do’ attitude.
- Communication:
- To effectively communicate relevant information to superiors.
- To deliver engaging, well-organized, and informative presentations.
- To escalate/verify issues in a timely fashion.
- Technical Knowledge:
- Automating the test cases using the Puppeteer framework or any other.
- Experience in Agile Methodologies and tools – JIRA, Confluence, and Bitbucket.
- Experience with Magento applications and their automation will be an advantage.
The Package :
- Attractive Salary (RM 4,000 – RM 6,000).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
- Working Location: Menara TA One, Kuala Lumpur.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Database Administrator - ICT Architecture
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Job Description
The Responsibilities of the Role:
- Database Administration Tasks:
- Ensure data integrity, security, and optimal performance.
- Routine monitoring and maintenance.
- Troubleshooting to maintain data accuracy and consistency.
- Managing and Maintaining Database Infrastructure:
- Configure and tune database systems.
- Implement backup and recovery procedures.
- Ensure high availability and disaster recovery solutions.
- Monitor system performance and identify potential issues.
- Apply patches and upgrades to maintain system security and currency.
- Planning and Implementation of New Projects:
- Collaborate with other departments to understand database needs.
- Design scalable and efficient database solutions.
- Oversee deployment of new database solutions.
- Stay updated with industry trends and technologies to maintain a robust infrastructure.
Skill Requirements:
- Bachelor’s degree in information technology or computer engineering.
- 5 years of experience in the industry of Database management integration.
- Professional certification on Microsoft or oracle related to Database Engineering or administration.
- Proven Databases Administration experience.
- Experience of managing multiple RDBMS on large systems.
- Experience of working in a team that delivers a high availability service.
- Practical experience in monitoring and tuning a database to provide a high availability service.
- Experience of other database systems, primarily MS SQL and MY SQL. Knowledge on Oracle databases will be an added advantage.
- Practical experience in managing the internal and external MS SQL and MY SQL database security.
- A good awareness of software providers within the ICT marketplace.
- Good communication skills in English language – to read, write and speak.
The Package :
- Attractive Salary (RM 6,500 – RM 7,500).
- Performance related allowance 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.
Assistant Manager - Solution Architect - ICT Network and Communication
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Job Description
The Position:
- Work as part of ICT Network Team with Network Engineers, Project Management Team and support Staff.
- Responsible for attending meeting with principals and partners on new initiatives.
- Network auditing and find proper solutions or workarounds to overcome business critical issues and meet service levels.
The Responsibilities of the Role:
- Manage all the major security incidents to ensure appropriate actions are being taken and communication is maintained throughout the incident.
- Develop and implement a service improvement roadmap as part of an ongoing program.
- Plan, implement and monitor day to day operations to ensure established objectives and responsibilities are met or exceeded.
- Responsible for protecting the organization’s computers, networks, and data against threats, such as security breaches, computer viruses or attacks by cyber criminals.
- Manage and configure security devices, including firewall, proxy systems, IPS/IDS, and other security devices.
- Roll out new project requirements, new implementation, and troubleshooting.
Skill Requirements:
- Bachelor’s degree in computer science or Information security systems from an accredited college or university.
- Network Security and management qualifications such as Firewall (Checkpoint, Cisco, Fortigate, Palo Alto), Proxy (Bluecoat,WSA), VPN(Pulse Secure), Information security, Identity Management.
- 5+ years work experience in IT Network Security field
- Certifications is highly desired in Checkpoint, Fortigate, Cisco
- Experience deploying, operating and maintaining Enterprise IT Network Security and controls.
- Experience working with firewalls, proxy systems, logging, IPS/IDS and other security devices.
- Foreign nationals are welcome to apply.
The Package :
- Attractive Salary (RM 6,000 - RM 7,000).
- 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.
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.
Associate - Solution Architect (English Language Support)
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Job Description
The Position:
- ICT department is responsible for planning and managing the Security Operation Centre (SOC) for the group and external clients providing 24x7 SOC support.
The Responsibilities of the Role:
- Maintains the health, performance, and tuning of the SIEM platform and coordinates with department stakeholders when new technologies are implemented to ensure appropriate data ingest.
- Experience developing and documenting configuration standards, policies, and procedures for operating, managing and ensuring the security of a SIEM infrastructure.
- Planning, implementing, managing, monitoring, and upgrading security measures for the protection of the organization's data, systems, and networks.
- Monitoring, troubleshooting security and network events.
- Ensuring that the organization's data and infrastructure are protected by enabling the appropriate security controls.
- Thorough understanding of the latest security principles, techniques, and protocols.
- Familiarity with web related technologies (Web applications, Web Services, Service Oriented Architectures) and of network/web related protocols.
- Conducting testing and scans to identify any vulnerabilities in the network and system.
- Analyze and respond to security threats from Firewall (FW), Intrusion Detection Systems (IDS), Intrusion Prevention Systems (IPS), Antivirus (AV), Endpoint Detection and Response (EDR) and other security threat data sources.
- Comfortable working with SIEM tools and incident handling experience preferred.
- Support and coordinate response to complex cyber-attacks that threaten assets, intellectual property, networks and computer systems.
- Working in a dynamic environment.
- Monitors and analyzing the security threats and attacks.
Skill Requirements:
- Degree in computer science/cybersecurity or equivalent from a recognized university/institute.
- At least two years ICT industry experience in configuring, managing, and troubleshooting.
- Interpersonal skills and experience in presenting security incidents.
- Good command of spoken and written English.
- Work experience in a SOC is an added advantage.
- ICT security certifications are an added advantage.
- 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 (RM 6,000)
- Performance Related Bonus
- Structured Career Progression
- Training and Development opportunities
- 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.
Executive - Customer Service (Multiple Language Support)
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Job Description
The Position:
- The Executive –Customer Service will be required to manage incoming calls and emails from customers pertaining to clients’ products and services.
Skill Requirements:
- Degree in any discipline.
- 23 years old and above.
- Excellent command of spoken and written English, Arabic and French Language or,
- Excellent command of spoken and written English and Russian Language or,
- Excellent command of spoken and written English and Farsi Language.
- 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 (RM3500).
- Work permit organized and paid by the company.
- 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.
Outbound Specialist (English, Bahasa Malaysia and Mandarin Language Support)
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Job Description
The Responsibilities of the Role:
- Contact Huawei consumers via Outbound calls to enhance their user experience.
- Making Outbound calls for new product owners, Happy Calls for dissatisfied customers and Crisis case customers, repeated customers and flagship product users.
- Manage complaints and feedback from customers.
- Escalate and highlight feedback that are serious in nature to Person In Charge.
- Record call details in the applicable systems for tracking purposes.
- Work on ad-hoc tasks assigned by respective line manager including handling of mystery calls, test calls and surveys.
- Meet daily target set by management by performing number of outbound attempts, success rate, timely follow up calls and customer satisfaction.
- Excellent verbal communication skills, persuasive, and friendly personality.
- Good reading skills, attentive and good understanding skills; able to identify issues quickly and usage of appropriate probing skills.
- Good writing skills, excellent grammar, structure, and attention to detail.
Skill Requirements:
- Diploma holder or have an equivalent professional qualification in a relevant field of study.
- Proficient in spoken and written English, Bahasa Malaysia and Mandarin.
- At least one-year experience in escalation/dispute handling team.
- At least 2 years’ experience in customer service.
- Ability to use Google Chrome, Internet Explorer.
- Knowledge about mobile technology and other digital applications.
- Knowledge about Android and other phone software mechanisms.
- Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.
- Ability to work in a challenging environment.
- Contact Centre Operating Days: Monday – Sunday.
- Contact Centre Operating Hours: 9am - 9pm.
- Work hours: Rotational shifts; 9.5 hrs. inclusive of 1.5 hrs break.
- 5 day week; off days based on roster.
The Package :
- Monthly Salary RM4,000
- 15 days Annual Leave
- 14 days Medical Leave
- 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.
Executive - Ecommerce Customer Experience (English and Korean Language Support)
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Job Description
The Position:
- The key objective of the role is to handle all the post-sales queries of customers from Korea regarding their online web order issues and escalations.
- The post sales executive will also provide support on new projects and initiatives designed to improve Customer Satisfaction and the overall post sales targets.
The Responsibilities of the Role:
- Manage all general enquires via calls, Chat & Email related to PC, Laptops and accessories.
- Manage complaints and feedback from customers.
- Own and resolve day-to-day sales issues as highlighted by customers.
- Act as a first point of contact for post sales customers, ensuring communications are actioned in a timely and effective manner.
- Provide regular and accurate post sales related information to customers.
- Maintain governance and audit processes targeted for Post Sales.
- Manage cancellation request, return/refund request, lead time inquires and assisting customer with other inquiries relating to post sales.
- Ensure accuracy of all data included in the CRM.
- Ensure all customer complaints are managed in accordance to set SOP.
- Proactively identify and act upon opportunities related to customer experience and satisfaction of Post sales customers.
- Any other task(s) as assigned by management.
Skill Requirements:
- Degree holder, preferably in IT related disciplines
- Proficient in spoken and written English and Korean.
- Minimum 2 years related post sales experience.
- Sales/service experience in retail, sales, service or other “helping” business (preferred).
- PC industry knowledge is an advantage.
- Experience supporting customers in a customer facing environment.
- Demonstrate ability to take ownership of customer issues and follow-up with customers to ensure a successful resolution and delightful experience.
- Attention to detail with customer and case documentation.
- 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/9am-6pm (local time)
- Malaysian citizens proficient in spoken and written English and Korean are welcome to apply.
The Package :
- Attractive Salary (RM8000 - RM9000).
- Housing allowance RM 500 (Korean nationals)
- Work Permit organized and paid by company.
- Flight ticket (where applicable) (Korean Nationals).
- 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 :
- 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.
Solution Architect – ICT Networks & Communications (English Language Support)
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Job Description
The Responsibilities of the Role:
- Managing, designing, implementing, and troubleshooting of complex enterprise networking and communication architecture.
- Managing new projects through complete network design and setup which involves IP addresses planning all the way to proposing and setting up the most appropriate technologies including MPLS, DIA to establish connectivity to branch offices.
- Document the network topology to quickly access information needed to identify the problem cause, rectification and diagnose problems.
- Measure and evaluate network performance and eliminating threats and performance lags using tools such as Cisco Network Admission Control, Solarwinds, PacketShaper and Optimization.
- Undertaking data network fault investigations & troubleshooting in local and wide area environments, using information from multiple sources and reporting network operational status by gathering and prioritizing information and managing projects.
- Provide technical guidance and support to local business units to ensure smooth functioning of IT operations at the local and international branch. Work with various stakeholders in the region and HO and set priorities to the implementation and roll out of IT Services in the region.
- Maintaining network inter-devices security by utilizing technologies such as VLANs, Access Control Lists, port security and policy-based routing on layer 3 network switches.
- ISO & ISMS Documentation, ISMS technology recommendation implementation, ISMS recommendation continuity, SOP adherence.
Skill Requirements:
- A degree in computer science / equivalent from a recognized university.
- Cisco Certifications CCNP/CCNA/CCDA.
- At least five years’ industry experience in configuring, managing and troubleshooting enterprise class networks.
- In-depth knowledge of network topology, protocols, configurations hands-on especially those used by the company.
- Interpersonal skills and experience in presenting.
- Problem solving and project management experience.
- Teamwork skills.
The Package :
- Attractive Salary.
- 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 :
- Mid-Senior Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.
Managed Service Desk Executive – Technical Support (Korean 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:
- Require to speak and write in English and Korean (additional languages would be a plus point).
- 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 (RM8,500 – RM9,500).
- RM500 housing allowance.
- 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 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 - e-Commerce - (English and Bahasa Malaysia Language Support)
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Job Description
The Responsibilities of the Role:
- To analyze case histories, identify root causes and propose solutions.
- Resolve Return & Refund cases within the stipulated SLA, escalating discrepancies to management as needed.
- Handle high-risk and ad-hoc cases as assigned by management.
- Maintain excellent written and verbal communication skills, high professionalism, and patience.
- Work effectively in a team, multitask, and adapt to rotating shifts.
- Perform mandatory overtime when required, with appropriate compensation.
Skill Requirements:
- Minimum Diploma in any discipline.
- Good command of spoken and written English and Bahasa Malaysia.
- At least 1 year’s contact centre experience is required.
- Possess initiative, able to work independently and as a team.
- Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.
- Office location: Mercu 2, KL Eco City.
The Package:
- Attractive Salary (RM2,500 - RM2,800)
- 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 :
- Mercu 2, KL Eco City.
Employment Type :
- Full Time.