全职 Customer Support Desk Executive 工作, 薪水 up to MYR 5,500, Smart Screen Asia Federal Territory 公司招聘中 - Ricebowl

Roles & Responsibilities

· Provide first-level support to clients via email, phone and ticketing system.

· Handle customer enquiries related to payroll, HRMS, leave, attendance, claims and other system modules.

· Investigate, troubleshoot and resolve customer issues within the agreed Service Level Agreement (SLA).

· Escalate complex issues to the Product Development or Technical Support teams and follow up until resolution.

· Handle payroll-related queries from clients, employees and internal stakeholders with timely resolution.

· Provide SaaS Assistance to clients with system navigation, configuration and best practices.

· Update user guides, SOPs and knowledge base articles as and when required.

· Use approved AI tools and internal knowledge resources to improve response quality and operational efficiency.

· Perform ad hoc tasks and projects assigned by the team lead or manager.

· Maintain strict confidentiality of client and employee payroll data, especially when using AI tools.

Qualifications & Experience

· Bachelor's degree in Business, Information Technology, Human Resources or a related discipline.

· Minimum 2–4 years of experience in customer support, payroll operations, service desk or client servicing.

· Experience supporting HRMS, Payroll or SaaS applications for Hongkong, Malaysia, Japan is highly preferred.

· Experience working in a BPO, shared services or client-facing environment is an advantage.

Knowledge & Skills Required

· Excellent command of English. Proficiency in Mandarin/Cantonese is highly desirable to support regional clients.

· Ability to manage multiple priorities and work effectively under pressure.

· Familiarity with ticketing systems such as Jira Service Management, ServiceNow or similar platforms.

· Good knowledge of Microsoft Office applications.

· Comfortable using AI-powered productivity tools and knowledge management systems while maintaining data confidentiality.

· A proactive team player with the ability to work independently. Good understanding of payroll confidentiality, data protection and responsible AI usage.

Pay: RM5,000.00 - RM5,500.00 per month

Work Location: In person