Confidential Support Specialist

Sime Surveillance Sdn Bhd; Malaysia; On-site; MYR 28,000 - 50,000; Full time

Job summary

Sime Surveillance Sdn Bhd is seeking a technically oriented Customer Support professional to provide troubleshooting for alarm issues and to monitor alarm signals within defined service targets. The role involves responding to customer inquiries across products, accounts and services, and coordinating with in-house technicians based on geographic coverage.

You will also collect feedback, identify trends, and ensure SOPs are followed while maintaining accurate daily handover records and

Responsibilities

• Provide technical troubleshooting support to customers on alarm issues in an effective and efficient manner.
• Monitor and respond to alarm signals within service level targets.
• Answer inquiries from customers on products, accounts and services and offer alternatives to fulfill customer needs.
• Assign out all jobs requested by customers to in-house technicians based on coverage areas.
• Gather customer feedback, identify problem trends and highlight to Supervisors for discussion and resolution.
• Ensure that standard operating procedures (SOP) are adhered to at all times.
• Profile accounts based on account types and key priority accounts.
• Demonstrate strong work commitment and work ethics.
• Ensure daily handover book is updated promptly and accurately.
• Highlight non-SOP compliance incidents for corrective actions.

Job description

Company : Sime Surveillance Sdn Bhd

• To provide technical trouble shooting supports to Customers on alarm issues in an effective and efficient manner
• To monitor and respond to the alarm signals within service level targets.
• To answer all enquiries from Customers on products, accounts and services and offer alternatives to solutions to fulfill customer needs, ensuring total customer satisfaction.
• To assign out all jobs requested by customer to respective in-house technicians based on their coverage areas.
• To gather customer feedback, identify problem trends and highlight to Executive / Supervisors for discussion, service enhancement and resolution to problems.
• To ensure that standard operational procedures (SOP) are adhered to at all times.
• To profile accounts based on account types and key priority accounts.
• To demonstrate strong work commitment and work ethics.
• To ensure that daily handover book is updated promptly and accurately.
• To highlight non=SOP compliance incidents to Executive / Supervisors for corrective and preventive actions.
• To adhere to schedule of work and be available for deployment at short notice when on standby.

Sime is a trusted partner to more than 60 leading automotive and industrial equipment brands across the Asia Pacific region. Operating in 18 countries and territories, we deliver sustainable value by bringing world-class products and solutions that support the region’s mobility, growth and development. With approximately 30,000 employees across our international footprint, Sime is listed on the main market of Bursa Malaysia.