Support Consultant - PMS

Shiji Group; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading software solutions company is seeking a Support Consultant in Kuala Lumpur to provide effective support to users. The role involves managing customer queries, escalating issues, and maintaining service levels. Ideal candidates will have at least 2 years of experience in hospitality and strong communication skills. Join us to help enhance customer satisfaction through exceptional service and technical support.

Qualifications

• Minimum 2 years of work experience in hospitality or hospitality education.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Fluent in English with ITIL Service Management knowledge preferred.

Responsibilities

• Provide first-level contact and convey resolutions to customer issues.
• Track, route, and redirect problems to the correct resources.
• Follow up with customers to ensure problems are resolved.

Skills

Analytical skills

Communication skills

Interpersonal skills

Customer service skills

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Company Description

Shiji Group provides software solutions and services for the hospitality, food service, retail, and entertainment industries. Our offerings include hotel management solutions, food and beverage systems, retail systems, payment gateways, data management, online distribution, and more. Founded in 1998 as a network solutions provider for hotels, we later transitioned into a software provider for the broader consumer market. Today, Shiji Group has over 5,000 employees across 80+ subsidiaries and brands, serving more than 91,000 hotels, 200,000 restaurants, and 600,000 retail outlets. We are committed to connecting the global hospitality business by providing integrated technological solutions that help hotel, retail, food, and entertainment companies connect better with their guests.

Job Description

We are seeking a Support Consultant to deliver efficient and effective functional support to users. As the first point of contact for customers, the specialist will manage calls by logging, identifying, categorizing, and prioritizing issues, diagnosing problems, and actively resolving customer requests. They will escalate incidents appropriately to maintain service level agreements (SLA).

Responsibilities

• Provide first-level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next support level
• Track, route, and redirect problems to the correct resources
• Update customer data and generate activity reports
• Guide customers through problem-solving processes
• Follow up with customers, provide feedback, and ensure problems are resolved
• Utilize excellent customer service skills to exceed customer expectations
• Ensure proper recording, documentation, and closure of issues
• Recommend procedural modifications or improvements
• Maintain and enhance knowledge of operational procedures, products, and services
• This role requires working on a 24x7 roster basis

Qualifications

• Minimum 2 years of work experience in hospitality or hospitality education
• Strong analytical, organizational, communication, and interpersonal skills
• Proficiency in Microsoft Word, Excel, and Outlook
• Ability to adapt quickly to new technologies, products, and procedures
• Ability to work effectively in a fast-paced, multi-task environment
• Professional attitude, positive 'get it done' mindset, and strong work ethic
• Fluent in English
• ITIL Service Management knowledge is preferred

Critical Competencies

• Relationship Building: Builds effective relationships through positive communication, motivating and influencing others, demonstrating honesty and trustworthiness, and proactively contributing to team objectives.
• Personal Effectiveness: Achieves outstanding results through proactivity and commitment, focusing on positive outcomes that contribute to business success.
• Technical Competence: Applies technical knowledge and experience, integrating functional skills and broad business understanding to meet and exceed job and customer expectations.
• Communication: Delivers exceptional written and verbal communication, including training materials, presentations, and guidelines.

Applicable Competencies

• Customer Focus: Exceeds customer expectations by understanding and addressing their needs and opinions.
• Managing Complexity: Works effectively in complex, diverse, and changing environments, maintaining focus on key goals.
• Innovation: Embraces creativity and openness to new ideas, innovating to improve practices, products, and technologies.
• Problem Solving: Proactively identifies problems and determines the best solutions, involving necessary people and resources.