Account and Client Management Help Desk Specialist

4 days ago

Kuala Lumpur, Malaysia JP Associates Full time

service-oriented The GBS Account and Client Management Help Desk Specialist will manage a customer-focussed Help Desk that will be offering top quality front-line support to employees, external and internal customers related to GBS Finance and Human Resources functions. This position will be responsible to handle phone calls as well as manage inquiries received via case management systems.

**MAIN RESPONSIBILITIES/DUTIES**:

- Resolve all day-to-day related issues and inquiries raised by employees, internal and external parties.
- Use ServiceNow case management system to manage and close cases received according to the instructions and guidelines received.
- Perform all helpdesk and case management service support activities
- Review queries for all relevant process areas (supplier management, invoice issues, etc.)
- Monitor existing ticket queues, resolve and send resolutions to requestor where possible, escalate tickets and inform users on lead times according to set guidelines.
- Identify potential problems and/ or delays in resolution and notify internal/external customers or employees

**SKILLS**:

- Task & time management skills
- Able to perform root-cause analysis and come up with suggested solutions
- Ability to interact courteously with customers and ensure interactions provides a high quality of service
- Ability to analyze customer needs through soliciting, evaluating and acting upon customer feedback
- Ability to coordinate with other internal departments to deliver a seamless service to customers

**REQUIRED**:

- Bachelor’s or Associate Degree in Business Administration, Accounting, Human Resources or another business related field.
- 2+ years of experience in help desk environment.
- At least 2 year experience in a service oriented industry.
- Mandarin Speaking

**Salary**: RM7,000.00 - RM8,200.00 per month

**Benefits**:

- Professional development

Schedule:

- Monday to Friday

Supplemental pay types:

- 13th month salary

Application Question(s):

- What would be your expected salary?

**Experience**:

- help desk environment: 2 years (preferred)
- service oriented industry: 2 years (preferred)

**Language**:

- Mandarin (preferred)

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