Partner Support Agent

10 hours ago

Petaling Jaya, Selangor, Malaysia ITCAN Pte Ltd Full time 30,000 - 60,000 per year

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.

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