Customer Support

Your Responsibilities: (What is this role all about?
What are the expectations of the applicant?)
? Answer incoming calls in a timely manner
? Resolving Celcomdigi partner's challenges and issue escalations effectively.
Manage and resolve cases during the first call (First Call Resolution).
? Beyond First Call Resolution cases, escalate them to technical level 2 or back-end support level 2 via email and/or escalation system, and follow up thereafter until closure.
? Reviewing open cases from the Incident Management system and resolve them within the service level agreement (SLA).
? Attending to cases escalated by Celcomdigi's Partners through web portal and resolve them within SLA.
? Log case in tool provided by Celcomdigi on calls and email attended to track productivities.
Your Merits: (These are must haves in terms of qualifications & experience & specific technical /professionals skills that you expect from the applicant)
? Minimum Diploma with at least 2-3 years accumulated service-related experience, fresh graduate is welcome to apply.
? Possess language proficiency in Bahasa Malaysia & English.
Mandarin speaking is an added advantage.
? Good communication/written skills, love interaction with customers.
? Team player and fostering collaboration.