Customer Service
Sales Support
Product Knowledge
Point of Sale (POS)
Inventory Management
Merchandising
Communication Skills
Teamwork
Problem Solving
Time Management
Upselling Techniques
Cash Handling
Work with internal departments to review workflows, identify improvement opportunities and promote the effective adoption of new technologies and digital processes.
Plan and implement system automation initiatives that improve efficiency, accuracy and process control.
Design, develop, test and implement integrations between ERP and other business applications.
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Responding to all machines breakdowns - Provides emergency/unscheduled repairs of production equipment during production and performs scheduled maintenance repairs of production equipment during machine service.
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Deliver exceptional customer service by actively listening to users' needs, addressing concerns, and ensuring user satisfaction throughout the support process.
Contribute to the development and maintenance of a knowledge base with frequently asked questions and standard solutions to assist users in resolving common issues.
Document issue resolutions, troubleshooting steps, and best practices for future reference and knowledge sharing.
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Keep users, site contacts and project stakeholders informed, manage expectations and take ownership of assigned tickets through to resolution or appropriate escalation to Group IT, Service Desk, infrastructure, security, business systems or suppliers.
Support APAC onboarding, leaver processing, access requests, device builds, laptop preparation, software installation, equipment deployment and local asset handling for office and project-site users.
Carry out basic administration across Microsoft 365, Entra ID or Active Directory, endpoint management tools, Halo and standard business applications within agreed Group controls and access permissions.
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Keep users, site contacts and project stakeholders informed, manage expectations and take ownership of assigned tickets through to resolution or appropriate escalation to Group IT, Service Desk, infrastructure, security, business systems or suppliers.
Support APAC onboarding, leaver processing, access requests, device builds, laptop preparation, software installation, equipment deployment and local asset handling for office and project-site users.
Carry out basic administration across Microsoft 365, Entra ID or Active Directory, endpoint management tools, Halo and standard business applications within agreed Group controls and access permissions.
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Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.
Help maintain equipment inventory, including processing RMAs and ordering new equipment.
Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.
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Perform desktop analysis, diagnosis, root cause analysis (RCA) on recurring incidents and propose permanent fixes or escalate to support team/vendor where required.
Configure and set up employee endpoint devices while enforcing best practices for software, hardware, and peripheral device usage.
Collaborate closely with support team to prevent system downtime, resolve basic IT infrastructure issues and project implementation efforts.
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Builds effective relationships with colleagues, clients, customers and business partners.
Excellent analytical skills
Developing Others – Builds the skills and competencies of others and guides appropriate behaviours. Creates opportunities for the development and growth of others.
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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