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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 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 Service Providers.
• Maintain governance and audit processes targeted to Service Provider KPI achievement and management of cost.
• Manage penalty programs for parts non-return.
• Ensure accuracy of Service Provider bonus and pay for performance programs.
• Ensure 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.