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Customer Service Representative

2 weeks ago

Petaling Jaya, Malaysia SRG Asia Pacific Sdn. Bhd. Full time

Work From Office mode
- Location : 3rd floor, Infinite Centre, Unit L3-2, 1 Jalan 13/6, 46200 Petaling Jaya, Selangor.
- Salary Package : up to RM4500 (Basic Pay), RM200 (R&R Allowance)
- Medical & Hospitalization entitlement
- Training is provided
- Fully vaccinated applicants only
- Able to start immediately
- Operation Hours : Mon to Sunday (5 Working Days & 2 Days off day - Including Weekends, and Public Holidays)
- Rotational shift basis; (refer below)

Rotational Shift basis

1.07:30AM to 04:30PM

**REQUIREMENTS**:

- Diploma/Degree in a Computer / IT related study is preferred.
- Must have at least 1 year of experience under Technical industry.
- Strong communication, organizational and interpersonal skills.
- Proficient in English, both oral and written
- Salesforce knowledge preferred.

DUTIES AND RESPONSIBILITIES:

- Accept open cases that are assigned by Queue Manager.
- Manage assigned open cases providing customer resolution within the SLA, i.e. providing

responses, and updates.
- Ensure case data and case comments are accurate and complete at all times.
- Utilize predefined and unique responses as required to call home alerts, in addition to

troubleshooting more complex issues as they arise.
- Utilize Remote and Diagnostics tools as needed to assist customer in basic troubleshooting.
- Follow pre-defined tasks and processes within the platforms case management framework.
- Coordinate and dispatch Field Engineers for Remote Hands Requests when applicable, ensuring all

necessary details are included to perform the required task.
- Effectively coordinate support work with sub-contracted vendors.
- Order/dispatch parts from the appropriate designated resource.
- Understanding the Escalation Process as related to case severity.
- Accurate, concise, professional communications internally and externally.
- Work diligently with L2 and L3 and SME support to drive cases to closure.
- Mentor and assist in developing Technical Associates and new employees.
- Operate with a critical thinking mindset
- Regular attendance and timeliness.

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

Pay: Up to RM4,500.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

**Language**:

- English (preferred)
- Bahasa (preferred)

Work Location: In person