Customer Success & Resolution Advocate

Hewlett Packard Enterprise; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

Hewlett Packard Enterprise in Malaysia seeks a Customer Relationship Advocate to collaborate with technical teams and sales to resolve customer issues and ensure a seamless service experience. You will manage inquiries across phone, email, and chat, track tickets, diagnose root causes, and document cases for escalation.

The role emphasizes data-driven improvements, cross-functional cooperation, and proactive communication to meet department goals and enhance customer satisfaction.

Qualifications

• Four-year or graduate degree in CS/IS/Engineering or related discipline.
• Typically 2–4 years of work experience in telephone support, microcomputer industry, or related field.
• Experience with customer support channels and CRM preferred.

Responsibilities

• Collaborates with technical support engineers, quality analysts, and sales staff to resolve customer issues promptly.
• Addresses setup/usage queries and product-related concerns through multiple channels (phone, email, chat).
• Keeps meticulous track of open tickets and communicates progress effectively.
• Handles open service requests, implements fixes, and documents cases for escalation.
• Diagnoses root causes of failures to enable prompt resolutions and maintains records for future reference.
• Interacts with customers, sales, and service reps for pre-sales and post-sales inquiries.
• Contributes to department goals by offering efficiency improvement recommendations to management.
• Develops conclusions and written reports, supported by research and data analysis, to share knowledge.

Skills

Account Management

Billing

Call Center Experience

Customer Inquiries

Customer Relationship Management

Customer Success Management

Customer Support

Data Entry

Financial Services

Inbound Calls

Invoicing

Key Performance Indicators (KPIs)

Marketing

Outbound Calls

Process Improvement

Salesforce

SAP Applications

Technical Support

Workflow Management

Education

Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or related discipline

Tools

Salesforce

SAP Applications

Job description

Hewlett Packard Enterprise in Malaysia seeks a Customer Relationship Advocate to collaborate with technical teams and sales to resolve customer issues and ensure a seamless service experience. You will manage inquiries across phone, email, and chat, track tickets, diagnose root causes, and document cases for escalation.

The role emphasizes data-driven improvements, cross-functional cooperation, and proactive communication to meet department goals and enhance customer satisfaction.