全职 Customer Support Consultant 工作, 薪水, Planet One Group WP Kuala Lumpur 公司招聘中 - Ricebowl

JOB DUTIES (in details): 

• Record customer support calls by receiving calls, taking call details, responding to emails and inputting call and email information into a call/ticketing tracking system.

• Provide functionality support by interpreting customer enquiries, gathering information to investigate, provide information regarding system-processing options, functions and techniques.

• Provide customer follow-up by keeping track of open cases, keeping Senior Customer Support Consultant/Manager updated, and keeping customers informed of the /cases/tickets status.

• Escalate /cases/tickets to the next level, L2 or L3 after exhausting all avenues.

• Maintain customer files by updating and closing all call records, as problems are resolved/closed.

• Escalate Level 2 or 3 cases/tickets accordingly and follow-up on the escalation cases/tickets (L2 or L3), keeping customers periodically informed of the /cases/ticket status.

• Prepare periodical reports/statistical reports as required.

• Troubleshooting Scope – all hardware and software pertaining to FCS products and installations.

• Enforce the Support Service Level of Agreement as per contract/agreement with the customers.

JOB REQUIREMENTS:

• Diploma/Degree in any IT field or equivalent

• At least one year of customer support experience or a comparable industry. Knowledge in internet support on different devices/platform would be an advantage. (Fresh Graduates will be considered)

• Knowledge and working experience in the Hospitality Industry. Hotel Industry IT experience will be an added advantage.

• Knowledge in any of these Programming Languages – Visual Basic, Visual C++, Visual Basic.Net and knowledge in SQL scripting will be an added advantage.

• Excellent organizational, problem solving, and decision-making skills.

• Superb written and verbal communication skills.

• Willing to work on shift, weekend and public holidays.

• Self-disciplined, initiative, proactive and able to work under pressure.

• Proactive learner and enthusiast on picking up new knowledge/skill.

• Ability to handle customers successfully with little supervision.