Service Desk Agent

Centific Global Solutions (M) Sdn Bhd; Penang; On-site; MYR 36,000 - 48,000; Full time

Job summary

Centific Global Solutions (M) Sdn Bhd in Malaysia, Penang, is seeking a motivated individual to provide technical support and exceptional customer service. The role involves troubleshooting user concerns and maintaining a portfolio of customers.

Qualifications include a Bachelor’s degree in International Business or related fields and at least one year of experience in a business operations role. Strong skills in Microsoft Office, customer relationship management, and data analysis are essential for success.

Work hours are from Tuesday to Saturday, 8:00am to 5:00pm.

Qualifications

• Bachelor’s degree in International Business or related field.
• 1+ year in a business operations role.
• Strong proficiency in Microsoft Office.

Responsibilities

• Provide technical assistance via phone, email, and chat.
• Deliver excellent customer service and document concerns.
• Monitor and report on key performance indicators.

Skills

Customer service excellence

Technical troubleshooting

Data analysis

Education

Bachelor’s degree in relevant field

Tools

Microsoft Office

Microsoft Dynamics 365

Job description

About Centific

Centific places people at the center of our culture, consistently seeking opportunities for skill enhancement and emphasizing work‑life balance for all employees. We blend competition with creativity through annual film and speech contests, weekly office game tournaments, and other engaging activities to support our clients’ success.

Key Responsibilities

• Provide technical assistance via phone, email, or chat, troubleshooting problems and diagnosing issues for product-related user concerns.
• Deliver excellent customer service by listening carefully, remaining patient and courteous, and explaining solutions clearly.
• Document user concerns, track resolution progress, and ensure adherence to service level agreements using the ticketing system.
• Handle sensitive data while strictly following security and privacy rules.
• Provide up‑to‑date briefings to leadership about current operations, customer incidents, and process issues.
• Actively participate in daily work within Telephone Number Services, identifying process gaps, proposing solutions, and maintaining a playbook of processes.
• Monitor and report on key performance indicators such as time to action and port order completion timelines.
• Maintain a portfolio of customers and associated tickets, ensuring timely and quality resolution.
• Contribute to development backlogs when required.

Desired Experience and Technical Skills

• Bachelor’s degree in International Business, Intelligence Studies, Management Information Systems, Computer Science, or related field.
• 1+ year in a business operations role, with telecommunication, fixed line, or VOIP experience considered a plus.
• Experience in a Telephone Number Services team, incident and customer relationship management, and knowledge of Porting and Tolling systems.
• Strong Microsoft Office proficiency; experience with Microsoft Dynamics 365 ticketing is a plus.
• Additional bonus for telephone system, phone number management, or porting experience.
• Data analysis skills and familiarity with Microsoft Excel, Power BI, or comparable tools.

Languages

Must be proficient in English (spoken and written).

Working Time and Hours

Able to work from Tuesday to Saturday, 8:00am–5:00pm.

EEO Statement

Centific is an equal‑opportunity employer. We are committed to fostering an inclusive workplace free from discrimination and harassment. Harassment related to pregnancy is strictly prohibited. We do not discriminate on the basis of race, color, religion, disability, gender, national origin, sexual orientation, gender identity, gender expression, age, genetic information, military status, or any other legally protected status.