Partner Support Agent

3 days ago

Shah Alam, Selangor, Malaysia ITCAN Business Solutions Sdn Bhd Full time 20,000 - 40,000 per year

Nature of Job:

3rd Party contract

Duration (months):

12 months

Division / Department:

Sales & Retail / Sales Operations

Location:

Subang Hi-Tech

Will report to:

Team Lead, Partner Support

You are: (personality/competencies, etc.)

§ Able to work shift till 10 pm, including weekends & public holidays.

§ Results oriented with the ability to set, meet, and exceed targets; possess sense of urgency & persistency until goals are met.

§ Customer obsessed, calm & able to handle difficult situations.

§ Taking ownership to ensure issues resolve in a timely manner.

Your Responsibilities: (What is this role all about? What are the expectations of the applicant?)

§ Answer incoming calls in a timely manner from Celcomdigi Partners.

§ Resolving Celcomdigi partner's challenges and issue escalations effectively. Manage and resolve cases during the first call (First Call Resolution).

§ Beyond First Call Resolution cases, escalate them to technical level 2 or back-end support level 2 via email and/or escalation system, and follow up thereafter until closure.

§ Reviewing open cases from the Incident Management system and resolve them within the service level agreement (SLA).

§ Attending to cases escalated by Celcomdigi's Partners through web portal and resolve them within SLA.

§ Log case in tool provided by Celcomdigi on calls and email attended to track productivities.

Your Merits: (These are must haves in terms of qualifications & experience & specific technical /professionals skills that you expect from the applicant)

§ Minimum Diploma with at least 2-3 years accumulated service-related experience, fresh graduate is welcome to apply.

§ Possess language proficiency in Bahasa Malaysia & English. Mandarin speaking is an added advantage.

§ Good communication/written skills, love interaction with customers.

§ Team player and fostering collaboration.

Job Types: Full-time, Contract

Contract length: 12 months

Pay: RM2, RM2,500.00 per month

Work Location: In person

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