Confidential Support Specialist

Terra Industrial New Zealand; Malaysia; On-site; MYR 24,000 - 36,000; Full time

Job summary

Sime Surveillance Sdn Bhd is seeking a responsive support professional to provide technical troubleshooting for alarm issues and to handle customer inquiries about products, accounts, and services. The role involves dispatch coordination to in-house technicians based on coverage areas and continuous SOP compliance.

Responsibilities include monitoring alarm signals within service level targets, collecting customer feedback for service improvements, and ensuring timely daily handovers while

Qualifications

• Provide technical troubleshooting support to customers on alarm issues.
• Answer customer enquiries on products, accounts and services and offer alternatives.

Responsibilities

• Provide technical trouble shooting supports to Customers on alarm issues in an effective and efficient manner.
• Monitor and respond to the alarm signals within service level targets.
• Answer all enquiries from Customers on products, accounts and services and offer alternatives to solutions to fulfill customer needs, ensuring total customer satisfaction.
• Assign out all jobs requested by customer to respective in-house technicians based on their coverage areas.
• Gather customer feedback, identify problem trends and highlight to Executive / Supervisors for discussion, service enhancement and resolution to problems.
• Ensure that standard operational 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 that daily handover book is updated promptly and accurately.
• Highlight non=SOP compliance incidents to Executive / Supervisors for corrective and preventive actions.
• Adhere to schedule of work and be available for deployment at short notice when on standby.

Skills

Troubleshooting

Customer service

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.