全职 SALES SUPPORT ADMIN 工作, 薪水 up to MYR 2,500, Football Republic Selangor 公司招聘中 - Ricebowl

Job Purpose

The Sales Support Ticketing Platform Executive is responsible for managing and monitoring the end-to-end ticketing process raised by stores through the company’s support platform. The role ensures all operational issues are assigned to the relevant departments, tracked within the agreed service levels, and resolved efficiently to support uninterrupted store operations and a high level of internal customer satisfaction.

Job Scope

This role ensures the smooth handling of all store-raised tickets by coordinating with multiple departments to achieve timely resolution and operational excellence. The position requires daily monitoring of ticket status, reporting, proactive follow-ups, and effective communication to ensure all issues are resolved within the agreed Service Level Agreement (SLA).

Key Responsibilities

1. Track ticket status and ensure prompt resolution.

2. Produce daily and weekly reports on ticket progress.

3. Communicate with departments to follow up on pending tasks.

4. Analyse ticket trends and identify recurring operational issues for continuous improvement.

5. Liaise with stores to obtain additional information and confirm issue resolution.

Key Performance Indicators (KPIs)

1. Average ticket resolution time (MEET DEPARTMENT RESOLUTION)

2. Overdue tickets

3. Ticket closure accuracy

4. Store satisfaction resolutions

5. Daily/Weekly Report submission

6. Repeat tickets for same issues (Reduce by 20%)

7. Ticket database accuracy

Education

• Diploma or Bachelor’s Degree in Business Administration, Retail Management, Information Systems, Operations Management, or a related discipline.

Experience

• 1-2 years of experience in Sales Support, Customer Service, Helpdesk, Operations Support, or Ticket Management.
• Experience in retail operations is an added advantage.
• Experience using ticketing systems such as ServiceNow, Fresh service, Zendesk, Jira, or similar platforms is preferred.
• Technical Skills
• Proficient in Microsoft Excel, Word, and PowerPoint.
• Strong reporting and analytical skills.
• Knowledge of ticket management systems and SLA monitoring.
• Experience with ERP or retail systems is an advantage.

Pay: RM2,000.00 - RM2,500.00 per month

Work Location: In person