Customer Support & Tech Escalation Specialist

Scicom (MSC) Berhad

Kuala Lumpur

On-site

MYR 39,000 - 61,000

Full time

2 days ago

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Job summary

Scicom (MSC) Berhad in Malaysia is seeking a proactive Customer Support Associate to handle inquiries, log cases into the CRM, and follow escalation procedures. You will assist customers with website and system issues, communicating in English and Bahasa Malaysia to resolve problems efficiently.

The role requires a Diploma or equivalent, solid MS Office skills, and strong written and spoken English and Bahasa Malaysia.

Qualifications

Diploma or equivalent required.
Proficient in MS Office (Word, Excel, PowerPoint).
Strong written and spoken English and Bahasa Malaysia.

Responsibilities

Answer inquiries by clarifying desired information; locating and providing information.
Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
To ensure all cases are logged accurately into CRM.
To ensure all cases are escalated correctly by following the escalation process.
Highlight all urgent cases to the Line Manager for further assistance.
To seek Line manager assistance whenever is needed.
Assist customers with any technical issues experienced with website / system and escal any issues to management appropriately.
Reply to emails whenever required in the event there is a high volume of emails.
Highlight any downtime or technical issue to the Line manager for further escalation.
Undertake any other ad-hoc tasks assigned by the Line Manager or any other superior from Operations as and when required.