Perform internal and external research to obtain additional information required to support investigations and case assessments.
Review customer and transaction information in Mandarin and English, where required, to support investigation activities.
Document investigation findings, supporting evidence, rationale, and recommendations clearly and accurately within the relevant case management systems.
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The Service Desk Analyst – Level 1 provides first-line technical support to end users, ensuring timely resolution of IT issues in a fast-paced service environment. This role involves troubleshooting hardware and software problems, managing access rights, and delivering high-quality customer service across multiple communication channels.
*Key Responsibilities*
* Provide first-line support for IT-related issues including software, hardware, and network problems (PCs, laptops, printers, iPhones, iPads).
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Relationship Building: Establish and sustain strong, trusted relationships with senior stakeholders, key decision-makers, and C-level executives within client organizations. Willing and able to travel regionally and internationally as required to secure and manage key client relationships.
Business Development: Identify and bring in new, high-value global accounts while simultaneously growing new business streams within the existing client portfolio.
Pipeline Strategy: Plan and execute targeted sales activities and robust pipeline management to strategize deal closures across designated regions (e.g., US, Europe, China, Korean, and Taiwan Carriers).
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Coordinate with the customs clearance and haulage teams to ensure shipments progress according to schedule.
Ensure all required documents, including endorsed documents and signed delivery acknowledgements where applicable, are returned to customers promptly, with a record of dispatch or receipt.
Daily Air, Ocean Export & Import coordination & corresponding with clients. service providers and internal team.
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Professional telephone etiquette, customer service orientation, and the ability to remain calm and neutral in sensitive conversations.
Reliable work habits, including punctuality, time management, and the ability to meet full-time scheduling commitments.
Comfort with hybrid work arrangements in Puchong and readiness to work from home with a quiet environment, stable internet connection, and suitable equipment.
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