Allowances: Shift allowance up to RM600; KPI incentive up to RM400
Annual leave: 12 days
Benefits: Scheduled van shuttle operated, medical insurance, promotion oppotunity, internal job program, EPF, SOCSO, EIS. For foreigners: visa, flight ticket, temporary accommodation, airport pickup se
Holidays: 2 days off in the weekdays
Probation: 6 month
Job Type: Permanent
Working Days: 5 days per week
Working Hours: Shift window 7pm-9am, 9.5h(1 hour 30 mins breaktime)
Age: 22 - 40
Local Residence Only: No
Driving License: Not Required
Own Transport: Not Required
Bachelor Degree in any field
Fluent in Japanese (N1), English communication and written skills
Must be willing to work in rotational shift including night shift
Fresh graduates are welcomed to apply
Summary: You will be serving a data center project and contributes to the overall process design within the Global Service Desk (GSD) scope.
Provides continuous helpdesk support via telephone, chat and email related to the product.
Employ high level of interpersonal and communication skills while solving customers issues.
Conducts basic probing to determine the next action to customers enquiries.
Processes and manages orders or cases via support systems and portals.
To exceed customers expectation in terms of customer service & accurate information.
Work in a team to achieve the required KPI elements and SLA.
May be involved in directly supporting or managing the day-to-day front line operations.
May provide support via questions or triage regarding process or system issues.
May speak to customers for research, learning or requirement gathering.
May speak to customers who are in an escalated state, while resolving issus within a moderate scope.
Provides customer experience recommendations to cross functional team in cooperation with senior team members (e.g. CSMs, Ops, etc.).
Voice of the customer (GSD supported languages) in assigned projects and user acceptance testing.
Has developed knowledge of all products, and GSD processes/procedures.
Contributes and participates in continuous improvement of GSD core processes to ensure quality is maintained while efficiency is optimized.
Strong GSD business acumen, including solid analytical skills and ability to use developed expertise to think critically. Analyzes problem by gathering and organizing all relevant info and develops solutions with the participation of senior team members or managers.
Strive for optimum performance; ability to recognize and willingness to apply a sense of urgency when necessary.
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