Customer Experience Specialist, Professional II

Zebra; Malaysia; Hybrid; MYR 42,000 - 72,000; Full time

Benefits offered by this job

Hybrid work

Summer Flex Fridays

Focus Fridays

Well-being day

Job summary

Zebra Malaysia is looking for a proactive customer support specialist to help resolve technical issues for customers across phone, email and chat channels. You will document interactions in real time and provide clear, actionable solutions using product knowledge and available resources.

A collaborative environment with opportunities to grow and lead within a forward-thinking team awaits you. The role emphasizes strong communication, problem-solving, and customer service values, with hybrid work

Qualifications

• High School diploma or equivalent.
• 1-2 years in customer support or service.
• Knowledge of SaaS apps and databases helpful.

Responsibilities

• Communicates technical solutions to customers via phone, email or chat.
• Fully documents customer interactions in real time.
• Resolves problems with product knowledge and appropriate applications.
• Collaborates with technicians and supervisor to solve complex issues.
• Maintains professionalism and clear communication with customers.

Skills

MS Office

Excel

Word

Outlook

Customer service

Communication

Time management

Education

High School or equivalent

Job description

**Overview:**At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally.Come make an impact every day at Zebra.**What We're Looking For:**Resolves problems with customers via telephone, email or chat sessions using technical product knowledge and strong interpersonal skills. Troubleshoots problems with appropriate applications, products and vendors. Identifies and documents customer issues, and escalates complex issues. Understands multiple applications and platforms.Essential Duties and Responsibilities:* Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills.* Fully documents customer interactions in real-time; may author content for review.* Solves problems in a timely manner using full understanding of the product functions and features and customer environment.* Analyzes and corrects product issues/ malfunctions with intermittent supervision on day-to-day work and general supervision on new assignments.* Works on a full range of problems of moderate scope that require selection and/or modification of existing procedures and processes.* Manages multiple tickets related a spectrum of technical problems.* Collaborates with fellow technicians and supervisor to solve complex problems.* Demonstrates the ability to articulate technical issues in simple to understand terms to both management and customers.* Demonstrates leadership qualities.* Demonstrates strong customer service, communication and problem solving skills.Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, abilities, and skills required of personnel so classified.Job RequirementsPreferred Education: High School or equivalent vocational qualification / experiencePreferred Work Experience (years): 1-2 years of experienceKey Skills and Competencies:* Intermediate level skills in Microsoft business applications including Word, Excel and Outlook* Customer service values / orientation* Solid professional work behaviors (attendance, teamwork, time management)* Strong Communication skills (listening, providing clear and concise information, using proper language and grammar)* Full knowledge of job related knowledge and procedures**Technical Skills & Qualifications (Essential):*** **Application & Database Proficiency:** Solid understanding of the functional aspects of multi-tiered SaaS applications, web technologies, and underlying database structures.**Preferred Qualifications (Good to Have):*** **Domain Expertise:** Background in Industrial Engineering.* **Industry Experience:** Prior experience in Retail, particularly with Workforce Management (WFM) systems and processes.**Benefits:**We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.