Customer Care Manager

2 weeks ago


Petaling Jaya, Malaysia Rymnet Solution Sdn Bhd Full time

**Job Purpose**:
1. Guiding subordinates to achieve the following:
a. Solving customer’s technical issues that causes delays in the customer’s operations.

b. Solving issues in a timely manner.

c. Attending to any change request or customization and to brief the tech development team on these changes once the go-ahead is given by sales team.

d. Positve management of complaints by Clients.

e. Kept abreast on all statutory updates and calculations.

f. User guide updates when any user experience needs to modified in the user guide.

2. Overall management of customer experience and creating a workflow that helps to reduce complaints, increase customer satisfaction and timely response.

3. To identify system issues through users (customers) and analyze with the tech development team to improve the system.

4. Sending notification to customers on changes in system and any new statutory releases for Malaysia and Singapore. Other countries are secondary.

5. Analyzing Support log on categories and volume of support.

6. Frontline support during the Absence/Leave of Team Members.

**Principal Accountabilities**:
1. Troubleshooting and solving technical issues that creates an improved system

2. Solving/Responding to problems in a timely and responsive manner in accordance to the SLA (Response time) agreed with each clientele.

3. Guiding customers with Application functionalities and providing training/Briefing to customers when there is request in an efficient manner (achieve zero repeat briefing to customers)

5. Ensuring previous Pending issues are revisited and solved. (according to SLA). 6. Working/Communicating with relevant departments to solve customers issues. 7. Keeping track of issues and to be used as knowledge base and analyzing support log to produce reports and suggest workable solutions to management.

5. Ensuring previous Pending issues are revisited and solved. (according to SLA). 6. Working/Communicating with relevant departments to solve customers issues. 7. Keeping track of issues and to be used as knowledge base and analyzing support log to produce reports and suggest workable solutions to management.

**Working relationships**:

- Customers (HR team) - to provide positive client experience during support.
- Friendly, tolerant and Calm response to clients.
- Good working relationship with Tech Development and Delivery teams.
- Maitaining good working relationships within subordinates.

**Complexities of the job**:

- SQL skills is challenging as support as it involves a lot of SQL scripting
- Prefered experience in Rymnet HRMS software skill.
- Facing demanding and rude customers
- Overloading of task during month end payroll processing time
- Trying to bridge the Gap between Customer care team and Tech Development team in solving issues.

**Expectation from us**:

- Degree in IT Related Studies
- 5 to 8 years experience in Customer service/ IT Application Suuport
- Basic SQL Scripting skills
- Good leadership and communication Skills
- Good interpersonal and behaviourable skills

**Salary**: RM6,000.00 - RM9,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Dental insurance
- Flexible schedule
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus
- Yearly bonus

Application Question(s):

- do you have experience with SQL skills?
- do have experience in Leadership skill?

**Education**:

- Bachelor's (preferred)

**Experience**:

- HRMS Software: 1 year (preferred)



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