IForte Group Hiring! Full Time Customer Service Specialist in Federal Territory - Ricebowl

Contract duration: 1 year

Key Responsibilities

1. Regional CCC Operations

• Oversee daily CCC operations across ASEAN (Malaysia, Singapore, Vietnam, Philippines, Thailand, Indonesia).[Full responsibility]
• Implement and maintain service support processes such as registration, dispatch, spare part logistics, and service confirmation (SERVOR). [Full responsibility]
• Monitor case creation, assignment, and closure in P58 systems to ensure SLA compliance. [Full responsibility]
• Monitor and manage the P58 workpool, coordinating with commercial and logistic teams to ensure timely clearance. [Full responsibility]
• Coordinate closely with local field service, application, and technical teams for case resolution and escalation. [Share responsibility with country CS managers]
• Create and maintain the installed base, PM plans and manage UI process and completion [Full responsibility]
• Create internal & external PO [Full responsibility]

2. Customer Experience & Communication

• Maintain high-quality customer engagement via calls, emails, and digital platforms. [Share responsibility with country CS managers]
• Ensure communication protocols, escalation procedures, and notification flows are standardized and consistently followed. [Full responsibility]
• Drive continuous improvement in customer satisfaction across all markets. [Share responsibility with country CS managers]

3. Process Optimization & Systems Integration

• Streamline CCC workflows and ticket-handling processes across all ASEAN countries. [Full responsibility]
• Collaborate with IT and Operations to enhance system integration (Sentinel, SAP, SeSO, etc.). [Share responsibility with country CS managers]
• Identify automation opportunities and lead implementation of efficiency improvement projects. [Share responsibility with country CS managers & PM]

4. Reporting & Insights

• Track and report regional CCC performance metrics (SLA, response time, backlog, satisfaction rate). [Full responsibility]
• Provide monthly dashboards and trend analyses to ASEAN Service Management. [Share responsibility with ASN Service Operation Manager]
• Share insights on recurring issues and recommend preventive or process improvement actions. [Share responsibility with ASN Service Operation Manager]

5. Compliance & Quality Assurance

• Ensure adherence to policies, guidelines, and regulations. [Full responsibility]
• Support internal audits and quality management systems. [Full responsibility]
• Maintain transparency on organizational, process, and system maturity. [Full responsibility]

Requirements

Education & Experience

• Bachelor’s degree in Business, IT, Engineering, or equivalent.
• Fresh / junior Level.
• Background in diagnostic, automation, or IT-related industry is a plus.

Skills & Competencies

• Strong leadership, communication, and stakeholder management skills.
• Analytical and data-driven mindset with strong problem-solving ability.
• Proficient in CRM/ticketing tools (SAP, Salesforce, PROA, etc.).
• Fluent in English; additional ASEAN languages are an advantage.