Client Service Specialist | L2 (ID 709584)

PERSOL Malaysia; Kuala Lumpur; On-site; MYR 60,000 - 72,000; Full time

Job summary

PERSOL Malaysia is seeking a Client Service Specialist to deliver comprehensive client services, configure systems, and provide email-based technical support for our software products. The role includes project coordination, remote support, and training to help customers maximize product value.

The ideal candidate will manage data, ensure smooth operations, and collaborate with cross-functional teams. Leftovers include escalation handling and contributing to our knowledge base and documentation.

Qualifications

• Provide comprehensive client services including system configuration and support.
• Manage data collection, importation and analysis to improve services.
• Coordinate projects and assist in client-related tasks and escalations.

Responsibilities

• Provide client services and system configuration for software products.
• Offer email-based technical support to resolve customer issues.
• Assist Project Manager in coordinating project implementation.
• Provide remote support including troubleshooting and updates.
• Offer training support to help customers maximize software features.
• Manage data collection, importation and analysis for insights.
• Ensure smooth daily operation and monitor system performance.
• Address issues promptly in line with SLAs.
• Deliver supplementary client services such as account management.
• Contribute to documentation and knowledge base creation.
• Maintain clear and professional customer communication.
• Provide feedback to product development from customer interactions.
• Manage escalation to higher support tiers as needed.
• Monitor performance metrics and participate in continuous improvement.

Skills

Client services

System configuration

Technical support

Data management

Documentation

Communication

Tools

Remote support

Job description

Client Service Specialist | L2 (ID 709584)

Client Service Specialist

Job Responsibilities: 1. Client Services and System Configuration: Provide comprehensive client services including system configuration to ensure clients can effectively use the company's software products. 2. Customer Support: Offer technical support to customers, primarily through email, to resolve their issues and answer queries about the software. 3. Project Coordination: Assist the department or Project Manager in coordinating project implementation, ensuring that customer service needs are met throughout the project lifecycle. 4. Remote Support Services: Provide remote support services, which may include troubleshooting, software updates, and configuration changes to resolve customer issues. 5. Training Support: Offer training support to customers, helping them to understand and maximize the use of the software's features and functionalities. 6. Data Management: Manage data collection, importation, and analysis to support customer service processes and to improve product offerings based on customer feedback and usage patterns. 7. System Operation: Ensure the smooth daily operation of the software system, monitoring for issues and addressing them promptly to minimize downtime. 8. Issue Resolution: Address customer issues promptly and efficiently, in line with company requirements and service level agreements (SLAs). 9. Supplementary Client Services: Deliver additional client services such as account management, feedback collection, and ensuring client satisfaction. 10. Documentation and Knowledge Base: Contribute to the creation and maintenance of documentation and the knowledge base to assist customers in self-service and to improve support efficiency. 11. Communication: Maintain clear and professional communication with customers, providing them with timely updates and information regarding their issues or requests. 12. Feedback Loop: Use customer interactions to provide feedback to the product development team for continuous product improvement. 13. Escalation Management: Manage the escalation of complex issues to higher tiers of support or to the appropriate internal teams for resolution. 14. Performance Monitoring: Monitor and report on individual and team performance metrics related to customer service and support. 15. Continuous Improvement: Actively participate in efforts to improve customer service processes, support tools, and overall customer experience.

Job Scopes: 1. Technical Expertise: Maintain a deep understanding of the company's software products and related technologies to provide accurate and effective support. 2. Customer Relationship Building: Build strong relationships with customers, understanding their needs and preferences to provide personalized support. 3. Collaboration: Collaborate with cross-functional teams such as sales, marketing, and product development to align customer service efforts with company goals. 4. Problem-Solving: Employ strong problem-solving skills to diagnose and resolve a wide range of technical issues encountered by customers. 5. Product Knowledge: Stay updated on product features, updates, and best practices to provide the most current information to customers. 6. Training and Development: Participate in ongoing training and professional development to enhance technical skills and customer service abilities. 7. Quality Assurance: Ensure that all customer interactions meet the company's standards for quality and professionalism. 8. Compliance and Security: Adhere to company policies and industry regulations regarding data security and customer information protection. 9. Proactivity: Proactively monitor customer interactions and system performance to anticipate and prevent potential issues. 10. Customer Advocacy: Act as a customer advocate within the company, ensuring that customer needs and feedback are heard and addressed.

a. Shift Arrangement (morning and afternoon shift, might need to standby for night shift arrangement in the future)

b. Preferred from IT / hospitality / procurement department

c. willing to travel APAC region

PERSOL is Asia-Pacific’s leading Staffing and HR solutions partner, operating across 13 markets with deep local insight and regional scale. With more than 80 offices and decades of experience, we deliver integrated workforce solutions that are tailored, tech-enabled, and designed for the dynamic world of work.

We combine human expertise with smart technology to help organisations solve workforce challenges, unlock potential, and stay ahead of change. From recruitment and talent management to workforce strategy and advisory, our collaborative approach puts your goals at the centre.

PERSOL is Asia-Pacific’s leading Staffing and HR solutions partner, operating across 13 markets with deep local insight and regional scale. With more than 80 offices and decades of experience, we deliver integrated workforce solutions that are tailored, tech-enabled, and designed for the dynamic world of work.

We combine human expertise with smart technology to help organisations solve workforce challenges, unlock potential, and stay ahead of change. From recruitment and talent management to workforce strategy and advisory, our collaborative approach puts your goals at the centre.