Customer Service Representative
3 days ago
About the Role:
We are seeking a skilled Customer Support individual to join our team at IT Business Solutions Sdn Bhd.
The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work independently and collaboratively as part of a team.
Your Responsibilities:
Key responsibilities include:
- Answering incoming calls in a timely manner
- Resolving client partner challenges and issue escalations effectively, managing and resolving cases during the first call (First Call Resolution)
- Beyond First Call Resolution cases, escalating them to technical level 2 or back-end support level 2 via email and/or escalation system, and following up thereafter until closure
- Reviewing open cases from the Incident Management system and resolving them within the service level agreement (SLA)
- Attending to cases escalated by clients' partners through web portal and resolving them within SLA
- Logging cases in the tool provided by clients on calls and email attended to track productivities
Your Merits:
To succeed in this role, you should possess:
- A minimum Diploma with at least 2-3 years accumulated service-related experience, fresh graduate welcome to apply
- Language proficiency in Bahasa Malaysia & English, Mandarin speaking an added advantage
- Good communication/written skills, love interaction with customers
- Team player and fostering collaboration
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