Analyst, Regional Contact Center

2 days ago

Malaysia Ricoh Full time 40,000 - 80,000 per year

Job Summary Job Description
    • Handle incoming support cases quickly and professionally
    • Communicate with customers via phone, WhatsApp, chat, and email
    • Listen carefully to identify the real issue behind customer queries
    • Provide solutions or escalate issues when needed
    • Direct calls to the right department if necessary
    • Use support documentation to assist customers effectively
    • Follow proper escalation procedures for complex problems
    • Maintain accurate customer records using Genesys and Microsoft 365
    • Manage account updates and ensure database integrity
    • Handle multiple transactions and resolve urgent situations with good judgment
    • Follow company policies, training, and guidelines under manager supervision
    • Multi-task across systems and communication channels to resolve issues
    • Record all incidents and activities in the tracking system with detailed accuracy
    • Share customer feedback ("voice of the customer") with management
    • Perform basic troubleshooting for Ricoh and non-Ricoh products
    • Carry out other duties as assigned
Education


• Language: MUST be high proficiency in Cantonese in both verbal & written skills due to need to communicate with the client from APAC country include Hong Kong

• High school diploma or equivalent is required.

• Strongly prefer 1–2 years of in call centre or customer service operation.


• fresh graduates are encouraged to apply

Skills


• Must have the ability to successfully complete the Initial Training program.

• Excellent customer service and communication skills.

• Demonstrates strong problem-solving skills.

• Quickly and accurately processes both internal & external customer requests
within department standards.

• Strong written and verbal communication skills.

• Strong knowledge of Microsoft 365, Microsoft Outlook, Microsoft Word and various
other "RICOH" programs.

• Possesses ability to work in a team-orientated atmosphere.

• Possesses ability to make decisions independently and use good judgment when
others should be involved.

• The ability to multi-task (i.e. work multiple chat requests simultaneously, or create
service requests, etc.).

• Possesses a professional demeanour and positive attitude.

• Possess strong organizational skills.

• Thorough understanding of resources available to them.

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