Answer inquiries by clarifying desired information; locating and providing information.
Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
To ensure all cases are logged accurately into CRM.
To ensure all cases are escalated correctly by following the escalation process.
Highlight all urgent cases to the Line Manager for further assistance.
To seek Line manager assistance whenever is needed.
Assist customers with any technical issues experienced with website / system and escalate any issues to management appropriately.
Reply to emails whenever required in the event there is a high volume of emails.
Highlight any downtime or technical issue to the Line manager for further escalation.
Undertake any other ad-hoc tasks assigned by the Line Manager or any other superior from Operations as and when required.
The Requirements for the Role:
Minimum Diploma Holder.
Basic computer knowledge: MS Office (Word, PowerPoint & Excel).
Highly proficient in spoken and written English & Bahasa Malaysia.