Customer Service Representative

5 days ago


Petaling Jaya, Selangor, Malaysia F. Hoffmann-La Roche Gruppe Full time

We are seeking a highly motivated and customer-focused Customer Service Representative to join our team. As a key member of our support team, you will be responsible for providing exceptional service to our customers via multiple channels.

About the Role

You will work closely with our technical teams to resolve customer inquiries and issues in a timely and professional manner. Your excellent communication skills and problem-solving abilities will enable you to provide clear and concise solutions to our customers' needs.

Key Responsibilities

  1. Provide first-level support for software and hardware incidents and service requests via multiple channels.
  2. Learn and share knowledge in different forms, from contributing articles in the Knowledge Database to delivering trainings or facilitating forums.
  3. Represent the End Users' needs and issues, escalating situations as required.
  4. Keep them informed on the status of their request and guide them for their best satisfaction and productivity.

Your Qualifications

  • University education, preferably in IT or a related discipline, and fluency in English and Mandarin.
  • Fresh graduates or 3-4 years of broad-ranging experience in a call center, help desk, or IT desk side support environment.
  • Preferably, an ITIL v4 Foundation Course certificate or similar.
  • Experience with Apple and Microsoft operating systems and devices, Google suite, Microsoft Office products, SAP, SharePoint, corporate wired/wireless networks, and video conferencing systems, and at least one ticket tool (e.g., HP Service Manager, ServiceNow).


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