Customer Service jobs in Malaysia

The Team Lead will lead day-to-day activities required for the Technical Support Center (TSC) to properly handle customer issues. This includes growth and development of agents and specialists to include technical, collaborative, and customer service skills. In general, the Team Lead’s responsibilities are categorized into the following separate functions: customer service-driven; team centricity & collaboration.

Solution Deployment and Services

Medication Management Solutions (MMS)

Service and Support, Technical Support

Manager, Technical Support Center

May 27, 2019

BD is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The BD MMS Service and Support organization provides technical service and field support to BD’s dispensing customers with a mission that’s focused on knowing there’s a patient at the center of everything we do, our pledge is to deliver exceptional service to our customers.

The Team Lead will lead day‑to‑day activities required for the Technical Support Center (TSC) to properly handle customer issues. This includes growth and development of agents and specialists to include technical, collaborative, and customer service skills. In general, the Team Lead’s responsibilities are categorized into the following separate functions: customer service‑driven; team centricity & collaboration.

50

40

10

• Facilitates agent coaching sessions for behavioral, technical, and customer experience opportunities
• Fosters a climate of approachability and open dialogue in which people value mentorship and are encouraged to do their best
• Demonstrates continued personal growth and development
• Collaborates with WFMon agent status changes and adherence for global impact considerations
• Continually engages with Field and Implementation teams to meet the needs of the customer
• Drives a high‑performing and highly developing customer‑centric team of agents and specialists to ensure consistent adherence to processes, achievement of key performance indicators (KPIs), agent goals, and collaboration between agents, specialists, and departments
• Reviews agent case activity and approves involvement as it relates to other support subgroups

• Works with and through others to accomplish goals and deliver results
• Coordinates appropriate case hand‑offs and transitions between agents, specialists, teams, centers, and departments
• Adapts quickly to team needs to help secure efficient operation and high morale
• Inspires and drives cross‑functional productivity and development through collaboration process flows within and outside of the immediate team

• Acts with the customer in mind in all areas of team and individual performance
• Builds customer loyalty through interaction, communication, and team efforts
• Committed to continuous improvement through empowerment and managing responsibilities
• Seizes opportunities to communicate with all appropriate departments for any significant current or potential customer concerns
• Reviews customer satisfaction metrics as it relates to agents and specialists for appropriate action

• Timely completion of any company or department required training
• Performs other duties as assigned

• Bachelor's degree in Computer Science or 5+ years equivalent experience

• Microsoft SQL experience (4+ Years)
• CompTIA A+ or N+ Preferred
• Ability to communicate technical solutions/recommendations to a non‑technical audience
• Windows Server (2008+) and Desktop Administration (Win7+)
• Networking topology, terminology, commands
• IIS and Web Application Administration
• Group Policies Terminology and Administration
• Active Directory Administration
• VMware Terminology and Administration
• Installing peripherals (Scanners, Printers…)
• Application Installation and Troubleshooting

• Flexible in working hours

MYS Kuala Lumpur - Jalan Kerinchi