Full Time Customer Service IT Agent (Cantonese speaking) - Data Centre Jobs, salary up to MYR 4,200 in Canaan Communication & Technologies Sdn Bhd Cyberjaya - Ricebowl

Key Role Responsibilities

Technical Know-How:

• Knowledgeable in products such as Windows, MS365, Azure Cloud, OR any related tools/technologies.

Incident Management:

• Knowledgeable in IT Service Management process.
• Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.

Relationship Management

• Know the customer and understand our customer’s expectations with their reactive support experience.
• Focus on critical issues to ensure customer satisfaction.

Proactive Management of Reactive Experience

• Acknowledge and respond to customers' requests promptly.
• Anticipate risk and escalations based on customer context.

Escalation Handling

• Handle high-risk escalations and gather/analyze information as needed to support the customer.
• Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration.

Critical Thinking

• Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention.
• Establish a customer obsession approach that puts the customer and the customer operational health in the center.

Job Qualifications

• Degree holders with minimum 1 year of experience in supporting enterprise technologies or equivalent.
• Strong English and Mandarin OR Cantonese proficiency, reading and verbal communication skills.
• Experienced in customer service, with a focus on empathy and active listening skills.
• Excellent at multi-tasking & task prioritization.
• Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc.
• Ability to apply judgement in high pressure situations with minimal external guidance.

Pay: Up to RM4,200.00 per month

Benefits:

• Flexible schedule

Language:

• Cantonese (Preferred)

Work Location: In person