Internship level 1 support

DATAEXPERT TECHNOLOGY SDN. BHD.; Siliau; Vor Ort; MYR 11.000 - 17.000; Vollzeit

Zusammenfassung

DATAEXPERT TECHNOLOGY SDN. BHD. is seeking a Level 1 Customer Service Support Representative in Malaysia to deliver first-line assistance via phone, email, chat, and tickets, while ensuring a positive customer experience.

The role requires resolving common inquiries, basic troubleshooting, and timely escalation of complex issues to the appropriate team. The position emphasizes prompt, professional communication, adherence to SLAs, and accurate ticket management to maintain high customer

Qualifikationen

• Respond promptly and professionally to customer inquiries via phone, email, live chat, and support tickets.
• Identify customer needs and provide accurate information, guidance, and solutions.
• Perform basic troubleshooting and follow established support procedures.
• Assist customers with account, product, service, billing, or technical inquiries.
• Create, update, and maintain accurate customer support tickets and records.
• Escalate unresolved or complex issues to Level 2 support or the appropriate department.
• Follow up on outstanding cases to ensure timely resolution.
• Maintain a high level of customer satisfaction and professionalism.
• Meet established SLAs, response times, and performance targets.
• Use knowledge bases, FAQs, and internal resources to resolve issues efficiently.
• Identify recurring issues and report trends to the relevant team.
• Follow company policies, procedures, and data privacy requirements.

Aufgaben

• Provide first-line assistance to customers via phone, email, chat, or tickets.
• Troubleshoot basic issues and escalate complex cases to the appropriate team.
• Ensure a positive customer experience and meet service level agreements.

Kenntnisse

Customer service

Multi-channel support

Communication

Problem solving

Jobbeschreibung

• Handle first-line customer queries via phone, email, chat and tickets; troubleshoot and upscale.
• Join DATAEXPERT TECHNOLOGY SDN. BHD. and shape customer experience.
• Gain multi-channel support experience and make real customer impact!

RM 1000 - RM 1500

The Level 1 Customer Service Support Representative is responsible for providing first-line assistance to customers, resolving common inquiries and issues, and ensuring a positive customer experience. The role involves handling customer requests through phone, email, chat, or support tickets, troubleshooting basic issues, and escalating complex cases to the appropriate support team.

Job Requirements

• Respond promptly and professionally to customer inquiries via phone, email, live chat, and support tickets.
• Identify customer needs and provide accurate information, guidance, and solutions.
• Perform basic troubleshooting and follow established support procedures.
• Assist customers with account, product, service, billing, or technical-related inquiries.
• Create, update, and maintain accurate customer support tickets and records.
• Escalate unresolved or complex issues to Level 2 support or the appropriate department.
• Follow up on outstanding cases to ensure timely resolution.
• Maintain a high level of customer satisfaction and professionalism.
• Meet established service-level agreements (SLAs), response times, and performance targets.
• Use knowledge bases, FAQs, and internal resources to resolve customer issues efficiently.
• Identify recurring customer issues and report trends to the relevant team.
• Follow company policies, procedures, and data privacy requirements.