Internship - Service Support

4 weeks ago

Petaling Jaya, Malaysia Roche Full time

The Position

The Service Specialists in the 1SS also add information to the knowledge base known errors, workarounds), identifies issues, reports exceptions and possiible enhancements to service support processes and raises to Support Group Manager. They also constantly exchange with the product teams, to understand new technical capabilities, address gaps in knowledge articles, getting / providing feedback about the support process and the compliance to it, hence a comprehensive approach on how to best collaboratively support end users.

What you will be working on :

Serve as the common entry gate to provide 1st level support for any kind of end-user inquiry within the ASPIRE program such as S4, MyBuy, OMP (Planning Platform), CWP (Customer Web Portal).

Handle Incidents & Requests received via Multiple Communication Channels and coordinate the End-to-End Ticket Lifecycle by following the incident and request management procedures.

Guide customers on Self-Service, by encouraging customers to be more autonomous, by guiding them to solutions, sharing guides & showing Self Service Portal capabilities, etc. Moreover, contributes to Building Knowledge base for customer experience organization and customers.

Ensure that excellent customer experience is achieved through the combination of soft skills and customer- centric mindset.

Invest in Self-Learning and development: Stay up-to-date with new services, and invest in technical expertise for specific areas according to the business needs.

Any other task that may be assigned from time to time.

Education & Qualification:

Undergraduate Degree students from reputable universities in Malaysia pursuing studies in Business Studies, Finance & Accounting, Commerce, IT, Supply Chain, Procurement or equivalent.

Interested in the customer experience support field.

Interested to work in a shared service center across a global or large organization.

Able to commit to a 5-6 months of internship within this year.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Employees will follow any other instructions, and perform any other related duties, as assigned by their reporting manager.

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