Customer Service Representative

2 days ago

Petaling Jaya, Selangor, Malaysia SRG Asia Pacific Sdn. Bhd. Full time 42,000 - 56,400 per year

Location : 3rd floor, Infinite Centre, Unit L3-2, 1 Jalan 13/6, 46200 Petaling Jaya, Selangor.

  • Salary Package : RM3500 to RM4500 (Basic Pay), RM200 (Allowance)
  • Medical & Hospitalization entitlement
  • Training is provided
  • Fully vaccinated applicants only
  • Start date: 5th November 2025
  • 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

 Computer proficiency with Microsoft and Internet applications.

 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.

This is the summary- Please remember on the working hours

Job Types: Full-time, Contract

Pay: Up to RM4,700.00 per month

Benefits:

  • Opportunities for promotion
  • Professional development

Work Location: In person

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