Al-Ikhsan Sports Hiring! Full Time Sales Support Executive (Ticketing Platform) in Selangor, Earn up to MYR 2,500 - Ricebowl

Job Overview

We are looking for a detail-oriented and proactive Sales Support Executive (Ticketing Platform) to manage and monitor support tickets raised by retail stores through the company's internal ticketing platform.

The successful candidate will be responsible for tracking ticket progress, coordinating with relevant departments, ensuring timely issue resolution, and maintaining accurate reports. This role plays an important part in supporting smooth store operations and maintaining high internal customer satisfaction.

Job Requirements

1. Diploma or Bachelor's Degree in Business Administration, Retail Management, Information Systems, Operations Management, or a related field.

2. Minimum 1–2 years of experience in Sales Support, Customer Service, Helpdesk, Operations Support, or Ticket Management.

3. Experience in retail operations is an added advantage.

4. Familiarity with ticketing systems such as ServiceNow, Freshservice, Zendesk, Jira, or similar platforms is preferred.

5. Proficient in Microsoft Excel, Word, and PowerPoint.

6. Strong analytical, reporting, and problem-solving skills.

7. Good understanding of ticket management processes and Service Level Agreement (SLA) monitoring.

8. Experience using ERP or retail management systems is an advantage.

9. Good communication and interpersonal skills to coordinate effectively with different departments.

10. Detail-oriented, organised, and able to manage multiple tasks while meeting deadlines.

11. Able to work independently and proactively follow up on outstanding issues.

1. Job Responsibilities

   1. Monitor and manage support tickets submitted by retail stores through the company's ticketing platform.

   2. Assign and coordinate tickets with the relevant departments to ensure proper handling and timely resolution.

   3. Track ticket status and follow up on pending or overdue issues to ensure compliance with agreed SLAs.

   4. Prepare and submit accurate daily and weekly reports on ticket progress, resolution status, and outstanding issues.

   5. Communicate with internal departments to obtain updates and ensure timely completion of assigned tasks.

   6. Liaise with retail stores to gather additional information, clarify reported issues, and confirm successful resolution.

   7. Analyse ticket trends, recurring issues, and operational challenges to identify areas for improvement.

   8. Maintain accurate and updated ticket records, including issue descriptions, assigned departments, resolution details, and closure status.

   9. Monitor ticket resolution performance and highlight potential delays or service issues to the relevant teams.

   10. Support continuous improvement initiatives to reduce recurring tickets and enhance operational efficiency.

   11. Ensure proper documentation and accurate ticket closure according to company procedures.

   12. Perform other duties or tasks as assigned by the supervisor.

   Key Performance Indicators (KPIs)

   1. Average Ticket Resolution Time – Ensure tickets are resolved within departmental SLA requirements.

   2. Overdue Tickets – Monitor and minimise unresolved tickets beyond agreed deadlines.

   3. Ticket Closure Accuracy – Maintain accurate and complete ticket resolution records.

   4. Store Satisfaction – Ensure timely and satisfactory resolution of store-reported issues.

   5. Reporting – Submit accurate daily and weekly ticket performance reports.

   6. Recurring Issues – Support initiatives to reduce repeated tickets for the same issues by 20%.

   7. Database Accuracy – Maintain accurate and updated ticket information in the system.

• EPF
• SOCSO
• EIS