Support Manager

2 weeks ago


Kuala Lumpur, Malaysia Cardtrend Systems Sdn BHd Full time

RESPONSIBILITIES - Supervise a team of support representatives, including hiring, training, coaching, and performance management. - Continuously evaluate existing support processes and systems, identifying areas for improvement, and implementing enhancements to optimize efficiency and effectiveness. - Address escalated customer complaints and complex issues, ensuring prompt resolution and maintaining customer satisfaction. - Monitor and analyze key performance metrics, such as response times, resolution rates, and customer feedback, and take corrective actions as needed to meet or exceed service level agreements (SLAs). - Collaborate with other departments, including Professional Services, Project Management, and Software Development, to provide insights and feedback on customer issues and contribute to the development of product enhancements and new features. - Conduct regular training sessions for support representatives to improve their product knowledge, customer service skills, and problem-solving abilities. - Maintain accurate records of customer interactions, issues, and resolutions. Generate reports on support team performance, customer satisfaction, and trends for management review.
Cardtrend Systems is a digital economy enabler that offers a range of comprehensive and secure services such as the FleetOps Backend System, LoyaltyOps Backend and iAuth, iPricer, iCrypto, among others. Cardtrend Systems has a long experience in developing, providing and processing high traffic of secured digital transactions. Processing more than 50 million card transactions in multiple countries, Cardtrend Systems is the first receiver of the PCI Software Security Framework (SSF) certification in Southeast Asia.
Bachelor's or Equivalent



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