CUSTOMER SERVICE

SNATCH PARK BIZSOLUTIONS SDN. BHD.; Petaling Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

SNATCH PARK BIZSOLUTIONS SDN. BHD. seeks a customer support professional to provide information, respond to complaints, and answer queries across phone, email, social media, and WhatsApp.

The role focuses on understanding customer needs, guiding feature usage, and ensuring a positive service experience. You will analyze product issues, update knowledge bases, collect feedback for product improvement, and participate in client training development.

Qualifications

• Provide information and respond to complaints and queries via phone, email, social media, and WhatsApp.
• Identify customer needs and help users to use features, ensuring positive service experience and satisfaction.
• Analyse and report product malfunctions and issues to internal teams, including scenario testing.
• Update internal databases with customer issues and useful discussions for knowledge base and resolution records.
• Collect prompt and accurate customer feedback and analyse it to improve product and end-user experience.
• Participate in development of client training programs by identifying learning issues and instructional language.
• Provide proactive and personalized customer outreach while monitoring/responding to complaints/reviews on social media.

Responsibilities

• Resolve product/service issues with 1st level troubleshooting and ongoing customer support, escalating to the appropriate process owner when needed.
• Accommodate client disabilities by recommending devices and techniques.
• Monitor compliance with service agreements to avoid potential legal challenges.

Job description

Provide Information, Respond to Complaints and Answer to customer Queries in a timely and accurate way, via phone, email, social media, and WhatsApp

Customer = System User (Landlord/Operator, Customer, Merchant)

Identify customer needs and help customers to use specific features, providing information about product special offering and ensuring positive service experience and customer satisfaction.

Analyse, report product malfunctions and escape issues to relevant internal teams. (For example: by testing different scenarios or impersonating users)

Update our internal databases with information about customer issues and useful discussions with customers for knowledge and record for solution.

Collecting prompt and accurate customer feedback and analysing to ensure product optimization and improvement of end-user experience.

Participates in development of client training programs by identifying learning issues and recommending instructional language for features and functionalities.

Providing proactive and personalized customer outreach while monitoring and responding to customer complaints/review on social media.

Resolving product/service issues, 1st level troubleshooting problems, and providing ongoing assistance to customers while escalating the issue to relevant process owner

Accommodates client disabilities by recommending devices and techniques.

Avoids legal challenges by monitoring compliance with service agreements.

Snatch-P is a fast-growing technology company revolutionising the smart parking and mobility solutions industry — a market space estimated to exceed RM6 billion annually. Driven by innovation and digital transformation, we build intelligent parking ecosystems powered by technology, automation, cashless payments, data analytics, and operational intelligence that redefine how people move and park in modern cities.

At Snatch-P, we do not just provide and or manage car parks through technology — we transform them into smarter, more valuable, and future-ready assets.

Snatch-P is a fast-growing technology company revolutionising the smart parking and mobility solutions industry — a market space estimated to exceed RM6 billion annually. Driven by innovation and digital transformation, we build intelligent parking ecosystems powered by technology, automation, cashless payments, data analytics, and operational intelligence that redefine how people move and park in modern cities.

At Snatch-P, we do not just provide and or manage car parks through technology — we transform them into smarter, more valuable, and future-ready assets.