Customer Support Executive

2 weeks ago

Petaling Jaya, Malaysia Smart Screen Asia Full time

**Customer Support Executive - Reporting to Customer Care Manager**

**(HOD), Primary Reporting to Chief Customer Officer (CCO)**

**Job Purpose**:

- Resolve customer technical issues promptly and within SLA.
- Address customer change requests, such as reports and customizations.
- Ensure positive customer experience to enhance satisfaction.
- Prevent repeat complaints and ensure zero repeat issues.
- Document user guides for HRMS modules.
- Stay updated with statutory regulations and calculations for Malaysia, Singapore, Philippines, and Hong Kong.

**Principal Accountabilities**:

- Troubleshoot and resolve technical issues per SLA.
- Assist project teams with resolving technical functions efficiently.
- Communicate with Tech Development and Project teams to address customer issues.
- Ensure all support tickets are closed within SLA and escalate unresolved issues.
- Set up and deliver BLE Beacons according to confirmed orders from the sales team.

**Dimensions**:

- **Financial Impact**: Timely response within SLA is critical to avoid penalties.
- **Non-Financial Impact**: Customer satisfaction from resolved tickets.

**Organisation Structure & Reporting Relationships**:

- **HOD**: Customer Care Manager
- **CCO**: Chief Customer Officer
- Reporting directly to HOD and CCO.

**Working Relationships**:

- **Internal**: Collaborate with Tech Development and Project Teams.
- **External**: Interact with customers (HR teams), ensuring a positive support experience.
- Maintain a friendly and calm response to customer queries.

**Complexities**:

- SQL scripting challenges in resolving technical issues.
- Handling demanding and sometimes rude customers.
- Overloaded tasks, especially during month-end payroll processing.

**Decision-Making Authority**:

- **Decision**: Resolve technical issues and manage customer interactions.
- **Recommendation**: Suggest additional training or hiring for improved support.

**Job Types**: Full-time, Permanent

Pay: RM2,800.00 - RM3,600.00 per month

**Benefits**:

- Additional leave
- Dental insurance
- Gym membership
- Health insurance
- Meal allowance
- Opportunities for promotion
- Professional development

Schedule:

- Fixed shift
- Monday to Friday

Supplemental Pay:

- 13th month salary
- Performance bonus
- Yearly bonus

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Customer Service or IT Application Support : 2 years (preferred)

Work Location: In person

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