Transcosmos Malaysia (TCMY) Hiring! Full Time Technical Service Desk (Japanese Speaker) in Federal Territory, Earn up to MYR 10,000 - Ricebowl

Technical Service Desk

Must-Have:

§ Manage and prioritize customer inquiries from various clients, ensuring timely and accurate responses

§ Bilingual support skills to accurately understand inquiries and responses in English and Japanese, and to accurately translate them into Japanese or English.

§ Compose thoughtful, personalized responses for a variety of end user requests

§ Effectively resolve enquiries from end users in a considerate, accurate, and timely manner

§ Manage incidents and service requests and devise solutions to resolve issues

§ Manage end-to-end ticket life-cycle coordination. SLA is very critical in client’s environment.

§ Monitor and maintain quality of service as measured by metrics such as performance, efficiency, customer satisfaction, and take corrective action as required

Good-to-Have:

§ Prior experience in managing multiple client companies in a help desk or call center environment

Responsibility of / Expectations from the Role

§ Strong analytical skillsets with logical thinking capability

§ Strong prioritization and multitasking skills to work with multiple companies

§ Answer phone calls from multiple client companies, escalate to PIC and manage records

§ Strong communication skills with HQ and affiliate companies

§ Carry out administrative functions

§ Review completed tasks to ascertain compliance with standards

§ Document all knowledge and processes, maintenance and update of user/internal manuals and FAQs

§ Stay up-to-date with product knowledge and industry trends across all client accounts

§ Record all problems and their solutions in the Production Log File and ensure problems follow-up

§ Manage incident and service requests and devise solutions to resolve issues, escalate to client if unable to resolve, both in compliance to response and resolution SLAs.

§ Record all problems and their solutions in the Production Log File or Ticketing Tool and ensure problems follow-up

§ Monitor event & notification dashboard and perform actions based on instructions and procedures

§ Ensure customer KPI and SLA requirements are meet

Additional notes

§ We have several client companies to deal with when you join us, and this number will increase in the future, and you will deal with them simultaneously.

Pay: RM9,000.00 - RM10,000.00 per month

Work Location: In person