Customer Support Executive - Srilanka Market

SummitNext; Kuala Lumpur; On-site; MYR 30,000 - 48,000; Full time

Job summary

A leading company in technical support is looking for professionals to provide outstanding service and issue resolution through various communication channels. You will engage directly with clients, assisting in technical inquiries while maintaining strong communication and achieving key performance indicators. The role promises extensive professional development opportunities and substantial benefits.

Benefits

Competitive and attractive compensation

Extensive learning opportunities

Health and life insurance for employees and family

Generous time off including 21 days annual leave

Allowance for sports club memberships

Holiday flight tickets and accommodation coverage

Meal and transportation allowance

Education allowance for children

Outstanding team-building experiences

Qualifications

• Strong client-facing and communication skills.
• Self-motivated and highly reliable.
• Able to navigate multiple programs accurately.

Responsibilities

• Process client requests and solve issues via live chat, phone call, and email.
• Escalate issues to specialists using Salesforce or Jira.
• Update clients on request statuses.

Skills

Communication skills

Troubleshooting skills

Multitasking skills

Customer service orientation

Education

Bachelor's degree in business administration or related field

Job description

Overview:

You will provide support and issue resolution by ensuring excellent service is provided across all types of communications to our existing clients. You will answer all technical support questions, handle requests, and maintain a good company image.

Relocation to Malaysia is mandatory after 3 months of probation period.

What will you do:

• Process client requests and solve issues via live chat, phone call, and email by navigating multiple programs while paying attention to accuracy and detail.
• Escalate the issue to the appropriate specialist when needed via Salesforce or Jira.
• Update clients on their request status accordingly.
• Verify documents submitted by clients within specific regions on an hourly basis.
• Prepare and interpret reports and documentation as required in the role with acceptable detail and accuracy.
• Understand the company's business functions and roles by attending company seminars and meeting the required assessment target.
• Achieve quarterly KPI targets set by the CS manager.
• Perform other ad hoc tasks assigned by the manager.
  
  
  

What makes you a great fit:

• Good communication skills in English and Native language
• Strong client-facing and communication skills Troubleshooting and multitasking skills.
• Customer service orientation
• Bachelor's degree in business administration or related field
• Self-motivated and highly reliable
  
  
  

What we offer along the way:

• Competitive and attractive compensation
• Extensive learning opportunities, such as professional training and certifications, soft skills development, free English courses, and trading workshops
• Health and life insurance for employees, spouses, and children, including vaccinations, tests, mental health care, and coverage for vision and dental care
• Generous time off, including 21 days of annual leave and paid sick leave
• Allowance for sports club memberships or other physical exercise activities
• Holiday flight tickets and accommodation coverage (within the yearly limit)
• Meal and transportation allowance
• Education allowance for your children's school and kindergarten fees
• Outstanding team-building experiences and corporate parties
  
  
  

Your application journey:

• Interview with the Talent Acquisition team (up to 40 minutes)
• English test (up to 30 minutes)
• Written assessment (1 day)
• Interview with the trainer (15 minutes)
• Final interview (1 hour)