Subject Matter Support

SRG Asia Pacific; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A prominent service provider in Kuala Lumpur is seeking a Subject Matter Support professional to oversee Telesales cases and ensure efficient resolutions in their CRM system. Candidates must have at least an SPM qualification with credits in relevant subjects and proficiency in both Bahasa Malaysia and English. Key responsibilities include monitoring cases, providing direction to front liners, and generating operational reports. This role requires effective communication skills and the ability to work flexibly.

Qualifications

• Minimum qualification of SPM with a pass in Mathematics and credits in English and Bahasa Malaysia.
• Proficient in using Excel with pivot tables and formulas.
• Ability to communicate effectively in both Bahasa Malaysia and English.

Responsibilities

• Oversee and monitor issues initiated by Telesales Agents.
• Ensure prompt resolution of tickets in the CRM system.
• Provide direction to front liners on case generation practices.
• Generate daily operational reports for management.

Skills

Proficient in Excel

Bilingual in Bahasa Malaysia and English

Independent work capability

Collaborative work capability

Education

Minimum SPM or equivalent qualification

Diploma in Business Management or related field

Job description

The role of the Subject Matter Support (SMS) entails overseeing and monitoring cases initiated by Telesales Agents, ensuring efficient resolution, and promptly escalating issues to the relevant departments for swift handling.

DUTIES AND RESPONSIBILITIES

Ensure prompt resolution of all issues in the Telesales and Team Leader queues within the CRM system.

Assess the urgency of each case and prioritize work tasks accordingly. Work closely with agents to monitor the status of each case in the database.

Provide direction and oversight to front liners on appropriate case-generation practices.

Ensure compliance with established processes and procedures.

Generate and send daily operational reports to internal management and clients.

Demonstrate flexibility by offering to work longer hours when necessary.

Provide cross-functional support to the Operations team as needed.

REQUIREMENTS

Minimum SPM qualification, including a pass in Mathematics and at least credits in English and Bahasa Malaysia or STPM, Diploma, or equivalent qualification, preferably in Business Management, Administration, or a related field.

Proficient in using pivot tables, formulas, and backend processing in Excel.

Proficiency in both written and spoken Bahasa Malaysia and English.

Capable of working independently as well as collaboratively in a group setting