• Monitor, track, and follow up on open support tickets to ensure timely resolution in accordance with the agreed Service Level Agreements (SLAs).
• Draft and prepare basic documentation such as user guides, FAQs, standard operating procedures (SOPs), and reports in both English and Malay languages.
• Escalate unresolved issues to the appropriate internal teams or management for further investigation and resolution.
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Proactively identify client needs and opportunities to offer suitable banking solutions, cross-selling and up-selling relevant products and services to enhance client relationships and achieve business objectives.
Collaborate with internal departments, including credit, operations, and product teams, to facilitate seamless service delivery and resolve complex client issues in a timely manner.
Maintain detailed and accurate client records in the CRM system, documenting all interactions, transactions, and follow-up actions to ensure comprehensive client history.
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File Management: Maintain and update both electronic and physical filing systems, ensuring all documents are organized and easy to retrieve.
Scheduling and Coordination: Coordinate meetings, appointments, and travel arrangements, ensuring all logistics are handled smoothly.
Follow-up on Client Requests: Track and follow up on customer inquiries, orders, and issues to ensure timely and satisfactory resolution, maintaining strong communication with clients throughout the process.
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To document the technical actions of problems resolved, and maintain spare parts inventory
THE JOB
To respond to customers’ calls to troubleshoot technical problems of medical devices so as to achieve customers’ satisfaction in turnaround and downtime
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