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.