There are jobs, and then there are careers at Scicom. Say hello to an opportunity to challenge yourself and learn new skills. A chance to work as part of a diverse, international team. The prospect of being able to shape the ever-changing BPO/digital landscape.
Executive - Customer Care Resolution Owner (English, Mandarin and Cantonese Language Support)
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Job Description
The Responsibilities of the Role:
Represent the client professionally in all communications with customers, whether through phone, email, chat, walk-ins, or social media, ensuring clarity, professionalism, and a positive experience.
Provide timely responses to customer comments, complaints, and inquiries, ensuring issues are addressed and resolved effectively within set KPIs.
Collaborate with other teams to investigate and resolve customer complaints, providing solutions that meet or exceed customer expectations.
Handle machine returns and refunds in accordance with established procedures and guidelines, ensuring fairness and compliance with business standards.
Manage social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance the company’s online presence and reputation.
Ensure customer claims and complaints are handled fairly and resolved within agreed timelines.
Analyze and measure the effectiveness of existing processes and call-handling procedures, recommending improvements to increase productivity and customer satisfaction.
Provide necessary reports to the management team within agreed timelines, helping to track performance and support strategic decision-making.
Lead or contribute to ad hoc customer experience (CX)-related projects as assigned by management, driving initiatives that improve the overall customer experience.
Manage and drive DOA and OBF cases (HKTW region).
Manage Ad-Hoc customer service-related projects (Country: SG, MY & PH).
Record the case chronology with dates in GTAP CX Database daily on the cases managed.
Manage social media/DOA/SG OBF Cases, GTAP CX Mailbox, Rejections.
Provides timely responses to customer comments & complaints via telephone or email or walk in, consistent with service and quality standards.
Skill Requirements:
Degree, Diploma, or an equivalent professional qualification.
A high degree of integrity and professionalism with leadership traits.
Dynamic, highly motivated, and result oriented team player with good interpersonal skills.
Ability to work in a challenging environment with good initiative and able to work independently.
Ability to manage multiple customer communication channels and resolve issues promptly.
Proficient in both spoken and written English, Mandarin and Cantonese language.
Candidates must possess a minimum of 2 years of experience in related fields.
Executive or Specialist - Internal Audit, Risk and Compliance
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Job Description
The Responsibilities of the Role:
Assist Manager-IRC in conducting internal audits including information security (ISO 27001) audits, follow up audits and ad-hoc audits and ensure adequate documentation of audit work performed.
Assist Manager-IRC in reviewing draft QMS documents from operations and shared services and provide constructive feedback to ensure adequacy of processes and controls in place to address risks as well as alignment to other processes across Scicom.
Assist Manager-IRC in the handling and management of Quality Management System (QMS) related matters.
Proactively contribute to the establishment, delivery and maintenance of an efficient and effective risk management, audit and compliance framework and related policies, practices and processes.
Conduct any other tasks and ad-hoc tasks as may be required to support the operation of IRC.
Skill Requirements:
Bachelor’s degree or professional qualification (CISA, CIA, ACCA MIA, CPA and/or other IT audit related professional qualification).
Minimum 2 years of IT audit or compliance related working experience.
Knowledge and experience in ISO 27001 Information Security Management System internal audit and ISO 9001 Quality Management System internal audits is mandatory.
Knowledge and experience in investigative audit, IT audit and/or enterprise risk management framework will be an added advantage.
Knowledge of internal control processes, corporate governance, regulatory requirements and risk management.
A team player with strong work ethics, high level of professional integrity, maturity, independence and excellent analytical skill.
Proficiency in Microsoft Office, Microsoft Excel, Microsoft Visio & PowerPoint.
Able to work under tight schedules with minimum supervision.
Good communication skills, report writing, analytic & interpersonal skills.
Specialist IT Technical Analyst (English and Mandarin Language Support)
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Job Description
The Responsibilities of the Role:
Define a long-term product roadmap while identifying key opportunities and strategic partnerships.
Demonstrate and develop deep domain expertise, competitive landscape awareness, and provide consulting on best practices and emerging trends.
Deliver solutions which specify processes, technology, staffing, and project management required for implementation.
Define and manage requirements for capabilities – includes business solution concepts, user stories, test case input, business case (ROI value) or other documents.
Engage UX on Concept Work, Wireframes, Comps and Prototypes.
Participate in Release & Sprint Planning.
Establish business and web success metrics with analytics team and monitor results.
Drive need and priority throughout the software development lifecycle.
Ensure that business and customer interests are represented, and that online development / engineering / user experience teams are aligned on those needs.
Consultation as “trusted expert advisor” role to both internal and external stakeholders, including formal advice, Executive customer presentations, and speaking engagements at industry conferences.
Communicate Project status and Demos to Stakeholders & Executives.
Skill Requirements:
Native English speaker or equivalent proficiency with strong communication skills.
Strong in business relationship building and technology concept/solution presale.
Ability to speak Mandarin fluently.
Bachelor’s Degree/ Diploma or equivalent experience.
Knowledge of system development methodology, product management, analytical/problem solving skills and relevant development and technology skills.
Excellent verbal and written communications skills.
Ability to work and analyze complex issues.
Ability to work in complex and diverse global team.
Ability to communicate with audiences at various levels in a manner that is most effective.
Ability to work with the technology team to understand the technical constraints and develop a plan together.
Ability to build external alliances with customers and industry experts to gain and share.
Ability to work in an Agile environment to deliver on the product roadmap.
IT Development Associate Specialist (English and Mandarin Language Support)
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Job Description
The Responsibilities of the Role:
Front-end Web Development:
Familiar with JavaScript, HTML and CSS (including HTML5 and CSS3) and other native front-end basic technology, familiar with relevant front-end development specifications.
Familiar with Vue basic framework, experience in project development is best.
Familiar with a back-end language (Java, PHP, Python, etc.) is best.
Familiar with Linux platform development environment, able to use common Linux commands.
Good communication skills and teamwork spirit, and positive working attitude.
Strong learning ability can quickly master the skills required for project development.
Java Development:
Familiar with Java language, and the mainstream basic framework (Spring Boot, Spring MVC, Mybatis, Dubbo, Spring cloud, etc.), with actual project development experience is best.
Familiar with the use of MySQL database.
Familiar with Redis caching technology.
Familiar with Linux platform development environment and able to use common Linux commands.
Understand the construction and configuration of Nginx and Tomcat.
Familiar with common tools such as Maven, GIT, Jenkins, etc.
Work conscientiously, good at learning, good at innovation, and be able to work under pressure.
Skill Requirements:
Native English speaker or equivalent proficiency with strong communication skills.
Ability to speak Mandarin fluently.
Bachelor’s Degree/ Diploma or equivalent experience.
Knowledge of agile development methodology, product management, analytical/problem solving skills, and relevant development and technology skills.
Excellent verbal and written communications skills.
Ability to work and analyze complex issues.
Ability to work in complex and diverse global team.
Language ability to communicate in Chinese with our oversea dev team is highly desired.
Executive - Incident Management (English and Tagalog Language Support)
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Job Description
The Responsibilities of the Role:
Coordinate the resolution of all escalations.
Accountable for directly working with the business to assist in all case escalations.
Manage escalations of open tickets from customers or internal delivery units with the support of the involved delivery units if necessary.
Verify the debriefing of calls or tickets and, if necessary, collect missing information.
Ticket Monitoring and Escalation management.
Proactive open call monitoring to ensure the fulfilment of contracted SLA agreements, taking remedial action where tickets may go ‘out of contract’ without further attention, updating call history on the call management system, proactively updating customers about potential issues, answering requests on ticket status, etc.
Identify and execute robust and continuous improvement opportunities among the stakeholders.
Manage the resolution of ticket-specific service delivery issues through route cause analysis of missed SLAs. If applicable, detect recurring causes, propose specific ‘get well’ plans, and take the lead for agreed-upon action plans.
Closely interact with businesses and provide ad-hoc solutions to their needs.
Require standby after office hours to manage escalation from other continents and regions.
Responsible for ensuring that the set KPIs are achieved.
Skill Requirements:
Degree in IT related disciplines (preferred).
Good command of spoken and written English & Tagalog.
Minimum 1 year experience in a similar position.
Contact Centre experience is an advantage.
Undergraduate degree/diploma in IT or Business related.
Able to work night shift. Work in 24x7 rotational shift face pace environment.
Well versed in Windows Operating Systems and Windows Office.
Well versed in software and hardware.
Possess initiative, able to work independently and as a team.
Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.
Provide day-to-day delivery and technical support for end-users of desktop applications, telephones, printers, computer hardware, mobile device, and similar devices via Ticketing, Phone support and onsite support as required.
Support Windows and MAC hardware primarily.
Diagnose and troubleshoot computer and general network issues.
Provide timely resolution of end user problems as per SLA.
Provide support for field personnel remote communications and connectivity.
Organize and prioritize workflow and to meet established timeframes.
Monitors network administration and maintenance operations, resolves network incidents to ensure the smooth-running of the day-to-day operations.
Vendor management on devices and peripherals.
Maintain updated knowledge of policies, procedures, products and activities of assigned area.
Participate in on call activities and follow escalation process to provide 24/7 support on weekdays and weekend.
Skill Requirements:
Ability to troubleshoot and resolve issues with PCs, Laptop hardware and software onsite and remote.
Knowledge of Windows and OS X environment and computer hardware and software at an intermediate or advanced level.
Experience in provisioning & support with Avaya VOIP hardware/software or an equivalent VOIP ecosystem.
Knowledge of IP networks, DNS, DHCP and experience with troubleshooting all aspects of wired and wireless configurations.
Degree/Diploma in Information Technology, Computer Science or Computer Engineering.
Basic knowledge of Network Devices, Firewalls, VPN, Proxies.
Some telephony and PABX knowledge are advantageous (Training will also be provided).
Senior Data Base Administrator (English Language Support)
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Job Description
The Responsibilities of the Role:
Perform technical support tasks including stakeholder communication, incident/problem management, resolution, and escalation as appropriate.
Manage db issues day-to-day.
Troubleshooting, root causing, perform db administration activities ensuring issues are resolved in timely fashion within agreed SLA.
Perform db performance monitoring to determine performance bottlenecks and Root Cause Analysis.
Proactive learner with the ability to research and quickly utilize new technologies.
Work with other cross-functional and enterprise-wide organizations to maintain db systems and enhancements.
Provide on-site and on-call database operations support for all in-country live applications and services according to defined Operations Level Agreement.
Manage, support, and maintain database technology and infrastructure, adhering to the architectural guidelines and policies.
Write/maintain OS level scripts for DB automation and application maintenance. Physical implementation of databases, storage structures, high-availability solutions, replication, and disaster recovery solutions.
Proactive and reactive performance analysis, monitoring, troubleshooting and resolution of escalated issues.
Collaborate with application support teams to optimize performance of database.
Prioritize investigation of high impact incidents to identify root causes and mitigation measures. Secure database software in production, development, and QA environments by installing all mandated security patches within stipulated dates.
Ensure successful database backup and restoration.
Skill Requirements:
Bachelor of Computer Science / Information Technology from a reputable university/college with a minimum of 5 years of working experience in IT application development and support.
OS – Linux, Unix.
SQL– PGSQL, MySQL etc.
NOSQL– Mongo, Redis etc.
Good technical knowledge of High Availability databases.
Should have strong UNIX platform skills and understanding of network, storage, tiered application environments and security.
Implement Infrastructure as Code (laC) frameworks, such as Ansible and Terraform. Coding and scripting with common languages, such as Python, Linux Shell.
Hands-on experience with associated database administration and troubleshooting tools.
Ability to lead cross-functional teams on key infrastructure projects.
Ability to learn new technologies and paradigms.
Strong hands-on technical and engineering.
Strong planning, organizational, analytical and problem-solving skills.
Executive Customer Care Resolution Owner (English and Vietnamese Language Support)
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Job Description
The Responsibilities of the Role:
Represent the client professionally in all communications with customers, whether through phone, email, chat, walk-ins, or social media, ensuring clarity, professionalism, and a positive experience.
Provide timely responses to customer comments, complaints, and inquiries, ensuring issues are addressed and resolved effectively within set KPIs.
Collaborate with other teams to investigate and resolve customer complaints, providing solutions that meet or exceed customer expectations.
Handle machine returns and refunds in accordance with established procedures and guidelines, ensuring fairness and compliance with business standards.
Manage social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance the company’s online presence and reputation.
Ensure customer claims and complaints are handled fairly and resolved within agreed timelines.
Analyze and measure the effectiveness of existing processes and call-handling procedures, recommending improvements to increase productivity and customer satisfaction.
Provide necessary reports to the management team within agreed timelines, helping to track performance and support strategic decision-making.
Lead or contribute to ad hoc customer experience (CX)-related projects as assigned by management, driving initiatives that improve the overall customer experience.
Skill Requirements:
Degree, Diploma, or an equivalent professional qualification.
A high degree of integrity and professionalism with leadership traits.
Dynamic, highly motivated, and result oriented team player with good interpersonal skills.
Ability to work in a challenging environment with good initiative and able to work independently.
Ability to manage multiple customer communication channels and resolve issues promptly.
Proficient in both spoken and written English and Vietnamese language.
Specialist Data Analyst (English and Mandarin Language Support)
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Job Description
The Responsibilities of the Role:
Design and implement interactive, data-driven dashboards to provide real-time insights that support business decision-making.
Use PowerApps and other platforms to create custom applications that enable users to interact with data efficiently and effectively.
Ensure data accuracy and integrity across systems, while analyzing data trends to provide actionable business insights.
Design, build, and maintain dynamic dashboards to display key metrics and real-time insights, ensuring data accuracy and relevance.
Engage with business leaders, stakeholders, and end-users to understand monitoring needs, gather requirements, and tailor solutions to meet operational objectives.
Utilize strong business application knowledge like RPA, PowerBI, SQL, SAP, and Salesforce to quickly combine datasets in order to produce data mashups as answers to business-related questions.
Utilize PowerApps and related tools to develop applications that enhance monitoring processes, improve data accessibility, and support business workflows.
Implement automation solutions through Power Automate and other tools to streamline data collection, reporting, and distribution.
Maintain clear documentation on processes, application functionalities, and workflows to support knowledge sharing and process continuity.
Generate custom reports and visualizations as requested to address specific business questions or immediate insights needs.
Actively seek and implement enhancements in data management, monitoring processes, and system efficiencies to support continuous improvement.
Skill Requirements:
Minimum 2 to 3 years of relevant experience.
Diploma or undergraduate degree, preferably in Business Information Systems, Computer Science, Data Science, or a related field.
Advanced skills in Microsoft Excel (including macros), Power BI, PowerApps, Power Automate, and other data management and reporting tools.
Experience with SQL, VBA, or other programming languages for data extraction and automation.
Strong ability to analyze and interpret data, identifying trends, and providing insights to improve business performance.
Ability to troubleshoot data-related issues, develop solutions, and implement improvements to existing systems and processes.
Must be able to speak, read and write in English and Mandarin.
Assistant Manager - Vendor Operations (English and Thai Language Support)
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Job Description
The Responsibilities of the Role:
Monitor and track field service activities end to end including turnaround time, parts request, parts usage, repeated repair, onsite scheduling, customer feedback and process compliance. May require making outbound calls to customer when needed to validate the info provided by vendors.
Support Service Delivery Manager (SDM) in analyzing root cause for exceptional incidents and performance issues, define corresponding action and executing and tracking actions to drive for performance improvement.
Prepare regular reporting and analysis (daily, weekly and monthly) for Service Delivery Manager’s review and for vendor’s action. (e.g., Open Cases Report, Field Service Performance Analysis, Customer Satisfaction Survey Analysis, Unusual activities report, vendor compliance report, etc.).
Manage and track escalations from Field Service vendors or escalations from other parties related to Field Service.
Hold regular meetings with vendors for business reviews, forums and ad hoc discussions.
Conduct vendor training for new vendors.
Skill Requirements:
Minimum 3-5 years of direct experience on Vendor Management.
Knowledge in PC technology, MS Windows and common applications in Windows.
Strong proven skill in using Excel Pivot Table and Excel formulas for data analysis. Knowledge of SQL, MS Access, Qlik Sense and Power BI is an added advantage.
Logical thinker, fast learner, good analytical and problem-solving skills.
Able to organize and prioritize in a fast paced, dynamic work environment.
Interpersonal savvy and proactive.
Able to work in a team environment and willing to contribute to achieve company’s objective.
Excellent and effective communication skills at all levels - written and verbal.
Must be able to speak, read and write in English and Thai.
Executive - Customer Service (English and French or Arabic Language Support)
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Job Description
The Responsibilities of the Role:
To answer incoming telephone enquiries, problems or complaints from customers relating to a range of specified client products or services, with the objective of resolving the customer’s issue as quickly as possible.
To ensure information is captured on internal systems so that a colleague can understand what has occurred and has been agreed to on the call.
To make any ad-hoc outgoing calls to customers as required resolving an outstanding query.
To recognize the importance of telephone calls as a way of supporting and enhancing our client’s brand.
To participate fully in the team, taking part in regular team meetings and buzz sessions, giving feedback and ideas to colleagues and to the Assistant Manager.
To escalate any queries or unresolved issues that cannot be completed within the agreed procedures.
To undertake any administration tasks delegated by the Assistant Manager.
Skill Requirements:
Degree in any discipline.
Excellent command of spoken and written English and Native French & Arabic.
Proficient in MS Office.
Customer service oriented preferably with at least 1 year working experience in customer service.
Display excellent communication, problem solving and people skills.
Able to work independently as well as a team player.
Executive - Customer Service (English and Russian Language Support)
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Job Description
The Responsibilities of the Role:
To answer incoming telephone enquiries, problems or complaints from customers relating to a range of specified client products or services, with the objective of resolving the customer’s issue as quickly as possible.
To ensure information is captured on internal systems so that a colleague can understand what has occurred and has been agreed to on the call.
To make any ad-hoc outgoing calls to customers as required resolving an outstanding query.
To recognize the importance of telephone calls as a way of supporting and enhancing our client’s brand.
To participate fully in the team, taking part in regular team meetings and buzz sessions, giving feedback and ideas to colleagues and to the Assistant Manager.
To escalate any queries or unresolved issues that cannot be completed within the agreed procedures.
To undertake any administration tasks delegated by the Assistant Manager.
Skill Requirements:
Degree in any discipline.
Excellent command of spoken and written English and Native Russian.
Proficient in MS Office.
Customer service oriented preferably with at least 1 year working experience in customer service.
Display excellent communication, problem solving and people skills.
Able to work independently as well as a team player.
Executive - Technical Support (English, Mandarin and Cantonese Language Support)
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Job Description
The Responsibilities of the Role:
Executive Technical Support must have native proficiency in written, read and spoken English, Mandarin and Cantonese.
Receive call/digital interactions to assist customers and clients with technical issues arising from everyday computer use (desktop/laptop/tablet/other related devices).
Determine the problem and provide a technical resolution within the contact or by dispatching for service.
Resolve the cases from end to end, make follow up and regularly update the customers on the case progress.
Always strive to meet and exceed customers’ needs and expectations.
Stay abreast of new process and product release by reading updates, studying product descriptions and participating in team meetings, trainings, forums and discussions.
Provide feedback to the Team Leaders/CC manager for any opportunities for improvement.
Demonstrate the required maturity to work from home/remotely under minimum supervision.
Expected to meet the Key Performance Indicators (KPI).
Skill Requirements:
Degree, Diploma or an equivalent professional qualification.
Excellent command of spoken and written English, Mandarin and Cantonese.
Fresh graduate with good communication skills and personal/working experience in handling computers/laptops or technical issues.
Understanding of desktop, laptop and tablet’s hardware and technology.
Technical knowledge with problem solving and troubleshooting skills.
Technical knowledge on Microsoft Operating Systems & Office Suites.
Lead, supervise, and coach the Executive Technical Support team to achieve call centre KPIs and service levels.
Review and enhance workflows and SOPs to improve productivity and close service gaps.
Maintain and continuously update the Quality Management System (QMS) and all supporting documentation, including forms, templates, policies, and work instructions.
Collaborate with the Operations Manager/MIS department to coordinate shift rosters and manage staff scheduling to meet operational needs.
To prepare daily, weekly, and monthly reports pertaining to contact centre operations and performance.
Skill Requirements:
Degree or an equivalent professional qualification.
Mandarin language capability will be an added advantage.
Good command of spoken and written English and Bahasa Malaysia.
Excellent knowledge of ICT products and services, including computer hardware, electronics, software, and basic networking.
Minimum 3 years of experience in similar capacity.
Proficient in MS Office applications.
Passionate about customer care, providing responsive and quality support.
Demonstrates good people skills and teamwork qualities that foster a constructive working relationship and a friendly environment.
The Package :
Attractive Salary.
Performance Related Allowance on a quarterly basis.
As an Incident Management Senior Engineer within the ITIL framework, your mission is to ensure the efficient and effective management of incidents and service requests for assigned accounts.
Your role involves responding to, facilitating, and administering ITIL and related service support processes.
The Responsibilities of the Role:
Reviewing resolved incident tickets to ensure all necessary information is updated and accurate.
Leading, driving, and managing internal and external stakeholders, including outsourced vendors, to promptly resolve incidents and requests within the contracted Service Level Agreement (SLA).
Taking ownership of resolved incidents by monitoring and tracking their status, managing investigation and diagnosis, and ensuring timely updates to maximize system availability, improve service levels, optimize costs, and enhance customer satisfaction.
Serving as the primary contact point for major incidents, coordinating between various IT teams and internal / external ‘s stakeholders to facilitate rapid incident resolution.
Recommending enhancements to streamline the ticket management process and improve overall efficiency.
Ensuring that all incident management activities adhere to company policies, industry standards, and regulatory requirements.
Building and maintaining strong relationships with stakeholders, understanding their needs, and ensuring IT services meet their expectations.
Creating and managing knowledge to improve future incident handling and resolution.
Managing problems and risks identified within the environment.
Managing Known Errors and related solutions and fixes to prevent recurrence and ensure continuity of service.
Collaborating with Change Management to ensure changes are managed effectively and do not adversely affect the Incident Management.
Skill Requirements:
Strong language competencies in English, Mandarin and Cantonese language.
Bachelor's degree in Computer Science, Software Engineering, or a related field.
Industry Experience: At least 3-5 years of experience in IT service management, with a focus on incident management, case management, contact center environment.
Case Management Experience: Proven experience in managing incidents within an ITIL framework, including handling major incidents, and coordinating with cross-functional teams
Technical Expertise: Hands-on experience with IT infrastructure and software systems, with the ability to troubleshoot and resolve technical issues.
Incident Management Senior Engineer (English, Mandarin and Cantonese Language Support)
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Job Description
The Responsibilities of the Role:
Reviewing resolved incident tickets to ensure all necessary information is updated and accurate.
Leading, driving, and managing internal and external stakeholders, including outsourced vendors, to promptly resolve incidents and requests within the contracted Service Level Agreement (SLA).
Taking ownership of resolved incidents by monitoring and tracking their status, managing investigation and diagnosis, and ensuring timely updates to maximize system availability, improve service levels, optimize costs, and enhance customer satisfaction.
Serving as the primary contact point for major incidents, coordinating between various IT teams and internal / external ‘s stakeholders to facilitate rapid incident resolution.
Providing timely, clear, accurate, and punctual updates to internal and external stakeholders to complete the incident verification process within the SLA.
Identifying, analyzing, and interpreting trends or patterns in complex data sets to uncover deeper issues, insights, and opportunities for improved service delivery and management.
Conducting timely daily, weekly, and monthly analysis of ticket volumes to identify trends and areas for improvement, providing input for problem management, and recommending sustainable enhancements to incident management processes.
Recommending enhancements to streamline the ticket management process and improve overall efficiency.
Conducting root cause analysis for major incidents and generating detailed reports outlining key issues, impacts, resolutions, and preventative actions. Facilitating the audit process to identify potential process gaps.
Handling the escalation process for major or critical incidents, ensuring prompt and proper escalation to higher management when necessary.
Ensuring that all incident management activities adhere to company policies, industry standards, and regulatory requirements.
Building and maintaining strong relationships with stakeholders, understanding their needs, and ensuring IT services meet their expectations.
Creating and managing knowledge to improve future incident handling and resolution.
Managing problems and risks identified within the environment.
Skill Requirements:
Bachelor’s Degree: A degree in Information Technology, Computer Science, Engineering, or a related field is typically required.
Industry Experience: At least 3-5 years of experience in IT service management, with a focus on incident management, case management, contact center environment.
Must be able to read, write and speak in English, Mandarin and Cantonese.
Case Management Experience: Proven experience in managing incidents within an ITIL framework, including handling major incidents, and coordinating with cross-functional teams.
Technical Expertise: Hands-on experience with IT infrastructure and software systems, with the ability to troubleshoot and resolve technical issues.
Leadership Experience: Experience leading and coordinating teams, particularly during high-pressure situations.
Service Desk Experience: Prior experience in a service desk or IT support role can provide valuable insights into the incident management process.
Vendor Management: Experience working with and managing external vendors and service providers.
Customer Service Experience: Demonstrated ability to manage customer relationships and ensure high levels of customer satisfaction.
Data Analysis: Experience with analyzing incident data, identifying trends, and implementing improvements based on data-driven insights.
Process Improvement: Experience in developing and implementing process improvements within an ITIL framework.
Knowledge Management: Experience in developing, enhancing and execution of Knowledge management.
The ideal candidate will have a passion for coding, a desire to learn new technologies, and the ability to work collaboratively in a team environment.
This position is an excellent opportunity for recent graduates or entry-level professionals to grow their skills and advance their careers in software development.
The Responsibilities of the Role:
Collaborate with senior engineers to design, develop, test, and maintain software applications.
Write clean, maintainable, and efficient code following best practices.
Participate in code reviews and provide constructive feedback to peers.
Troubleshoot, debug, and resolve software defects and issues.
Assist in the development of technical documentation.
Stay up-to-date with emerging technologies and industry trends.
Participate in team meetings, including stand-ups, planning sessions, and retrospectives.
Any other adhoc tasks.
Skill Requirements:
Strong language competencies in English and Bahasa Malaysia language.
Bachelor's degree in Computer Science, Software Engineering, or a related field.
Proficiency in at least one programming language (e.g., Java, Python, C#, JavaScript).
Familiarity with version control systems, such as Git.
Specialist - Social Media - English and Mandarin Language Support
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Job Description
The Responsibilities of the Role:
Provide Technical Support for HONOR smartphones and other devices such as tablets, PCs, Modems, etc via non-voice channels such as chat, social media, and email platforms.
Mainly handles and answers user questions and inquiries.
Escalates technical problems/complaints that cannot be resolved within SLA to relevant teams.
To manage complaints and feedback.
Performs systematic tracking of escalated problems until they are closed.
Work on ad hoc tasks assigned by respective line manager.
Able to effectively provide Customer solutions with cross sell and upsell opportunities based upon Customer needs.
Able to communicate and adapt to different types of customers.
Skill Requirements:
Graduate from college or above, related professional on electronically is preferred with background in Electronics, communications, economics, management, etc.
Excellent command of spoken and written English and Mandarin.
Experience in other mainstream mobile phone manufacturers is an added advantage.
Contact center experience is preferred.
More than 3 years of experience using Windows, Windows Office, MS Outlook, Chrome, and Internet Explorer.
Basic web-based application skills including Internet navigation and search experience on a computer.
The Package :
Attractive Salary.
Performance Related Allowance on a quarterly basis.
Executive Technical Support - English and Burmese Language Support
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Job Description
The Responsibilities of the Role:
Receive call or digital interactions to assist customers and clients with technical issues arising from everyday computer use (desktop/laptop/tablet/other related devices).
Determine the problem and provide a technical resolution within the contact or by dispatching for service.
Resolve the cases from end to end, make follow up and regularly update the customers on the case progress.
Always strive to meet and exceed customers’ needs and expectations.
Stay abreast of new process and product release by reading updates, studying product descriptions and participating in team meetings, trainings, forums and discussions.
Provide feedback to the Team Leaders/CC manager for any opportunities on improvement.
Demonstrate the required maturity to work from home/remotely under minimum supervision.
Expected to meet the Key Performance Indicators (KPI).
Skill Requirements:
Strong language competencies in English and Burmese language.
Degree, Diploma or an equivalent professional qualification.
Understanding of desktop, laptop and tablet’s hardware and technology.
Technical knowledge with problem solving and troubleshooting skills.
Technical knowledge on Microsoft Operating Systems & Office Suites.
Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times.
Organize and verify necessary documents for new and renewal employment pass (EP), dependent pass (DP), and social visit pass (SVP) applications submitted through the Expatriate Service Division (ESD), MDEC expats system.
Handle offboarding procedures for expatriates, including the cancellation of employment pass (EP), dependent pass (DP), and social visit pass (SVP) applications.
Act as the company representative, coordinating with MDEC Cyberjaya, Immigration Putrajaya, and other authorities on matters such as loss of passport, transfer of endorsement, special pass issuance, overstay clearance,
and permissions for work and study.
Liaise closely with hiring managers to understand their business demands to meet hiring needs in a timely manner.
Industrial Relations
Conduct reference checks for internal applications, rehiring, and payroll-related activities. Support processes such as cash advances, promotions, performance reviews, internal transfers, and contract extensions.
Develop and manage announcements related to government regulations. Assist with company-wide Employee Relations programs and activities, including handling staff grievances and supporting internal communication efforts.
Issuance of HR letters, including non-confirmation, non-renewal, AWOL, termination, and warning letters, ensuring compliance with the Employment Act 1955, Industrial Relations Act 1967, and company policies.
Attending and participating in IR activities including handling staff disciplinary issues, conducting investigations, and participating in domestic inquiries.
Skill Requirements:
Degree in Human Resource Management or equivalent.
Good command of written and spoken English and Bahasa Malaysia.
Fresh graduates are encouraged to apply.
Dynamic, highly motivated and a result - oriented team player with good interpersonal skills.
Possess initiative and able to work independently.
Ability to work in a challenging environment.
The Package :
Attractive Salary.
Performance Related Allowance on a quarterly basis.
Operation Manager (IT Service)(English, Mandarin & Cantonese Language Support)
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Job Description
The Responsibilities of the Role:
Overseeing the daily operations of the SMC team and ensuring that infrastructure, systems, networks and applications are running smoothly.
Developing and implementing policies, procedures, and processes to improve IT operations and increase efficiency and productivity for SMC.
Managing technology vendors and service providers to ensure that the organization's technology needs are met.
Leading a team of IT professionals and providing guidance and support to ensure that they are meeting SLA and objectives.
Maintaining a strong understanding of the organization's business needs and working closely with client to ensure that IT is aligned with those needs.
Ensuring that the organization's IT policies and procedures are up to date and compliant with industry standards and company regulations.
Keeping up to date with the latest industry trends and developments in IT operations management.
Assess areas of improvement in SMC on people, process and tool.
Provide support and guidance to internal team as well as external (client).
Excellent communications skill in Cantonese, English, Mandarin.
Demonstrated ability to lead others in understanding, accepting and managing quality of work in the role.
Demonstrated the ability to drive and implement new improvement/changes to enhance productivity in the role.
Demonstrated ability to make optimal decisions through accountability, judgement, problem solving, prudent risk taking, market/industry awareness, and maintaining customer focus.
Demonstrated ability to build working relationships through respect & integrity, open communication, teamwork, negotiation/influence and customer relationship management with all level of staff and customer.
Demonstrated ability to influence without authority and collaborate with internal clients and stakeholders.
Demonstrated ability to lead high performance through leading by example & initiative, continuous learning & coaching, measuring, rewarding & recognizing, customer service.
Relationship skills that will facilitate positive vendor behaviors, establish healthy new engagements and deepen existing ones.
Ensure SMC comply to the audit, ISO and general compliance and assurance activities.
Desired Certifications:
ITIL foundation v4
ITIL specialist v4 certification
Skill Requirements:
Diploma or Degree holder in Computer Engineering or Information Technology or related disciplines.
5-7 years of experience in IT Service Operations Management.
Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be added advantage.
Technical proficiency and knowledge of IT infrastructure, networks, applications and systems to effectively manage and troubleshoot issues.
Excellent communication skills to effectively interact with team members, senior management, and other stakeholders.
Strong leadership skills to effectively manage a team of IT professionals and drive performance.
Good problem-solving skills, background analytics, proactive attitude and focus on excellent customer service or support.
Driven and able to multi-task, strong time management skills and strong team player.
Specialist Learning and Development - (English, Mandarin and Cantonese Language Support)
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Job Description
The Responsibilities of the Role:
Create Content and Deliver Training Programs not limited to project specific, soft skills and personal development (for all levels of Operations staff).
Analyze, evaluate and report on Training Activities & Training Evaluation and Quiz Performance.
Align the preparation of training reports and evaluation with the requirements of SLC (Scicom Learning Campus).
Conduct Training Needs Analysis for clients, preparing Periodic Training Reports on training performance, quizzes and training effectiveness.
Maintain and track all databases for all training plans (product/soft skills/development plans) and monitoring of individual personal development plans and training records, attendance management and post training evaluations.
Skill Requirements:
Must be a Diploma/Degree holder or have an equivalent professional qualification in a relevant field of study.
Good command of spoken and written English, Mandarin and Cantonese.
Minimum 12 months at current Executive/Specialist level.
Excellent Customer Service Skills.
Proficient in MS Office applications.
Excellent disciplinary and performance track record.
A good understanding of call center operations to be able to identify, assess and to innovate with existing business processes and future organization and client requirements.
Demonstrates good people skills and teamwork qualities that foster a constructive working relationship and a friendly environment.
The Package :
Attractive Salary (RM 3500).
Performance Related Allowance per quarter for confirmed staff.
Demonstrated ability to have empathy with Customer’s situation and to address Customer’s emotional needs (in order to get to a point where the technical need can be resolved).
Demonstrates good attendance and sees tasks through to completion.
Willing to do detailed or routine work necessary to achieve results.
Skill Requirements:
Experience, Education, and Certification:
High school degree or equivalent (required).
College degree (preferred).
PC industry knowledge required.
Sales/service experience in retail, sales, service or other “helping” business (preferred).
Minimum 3 years related hardware technical support experience.
Successful candidates should have the following prerequisite qualifications:
Previous experience working in similar technical support role with demonstrated sales capabilities.
Experience supporting Customers in a Customer facing, applicable environment.
Executive Technical Support - (Vietnamese and English Language Support)
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Job Description
The Responsibilities of the Role:
As L1.0 Technical Support, your role is to deliver premium technical support and customer service to Lenovo users and clients.
Receive call/digital interactions to assist customers and clients with technical issues arising from everyday computer use (desktop/laptop/tablet/other related devices).
Resolve the cases from end to end, make follow up and regularly update the customers on the case progress, ensuring excellent customer service.
Stay abreast of new process and product release by reading updates, studying product descriptions and participating in team meetings, trainings, forums and discussions.
Provide feedback to the Team Leaders/CC manager for any opportunities on improvement.
Skill Requirements:
Degree, Diploma or an equivalent professional qualification; fresh graduates encouraged to apply.
Good communication skills in Vietnamese and English language to read, write and speak.
Fresh graduate with good English communication skills and personal/working experience in handling computers/laptops or technical issues.
Understanding of desktop, laptop and tablet’s hardware and technology.
Technical knowledge with problem solving and troubleshooting skills.
Technical knowledge on Microsoft Operating Systems & Office Suites.
Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times.
Executive Technical Support (Thai and English Language Support)
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Job Description
The Responsibilities of the Role:
As L1.0 Technical Support, your role is to deliver premium technical support and customer service to Lenovo users and clients.
Receive call/digital interactions to assist customers and clients with technical issues arising from everyday computer use (desktop/laptop/tablet/other related devices).
Resolve the cases from end to end, make follow up and regularly update the customers on the case progress, ensuring excellent customer service.
Stay abreast of new process and product release by reading updates, studying product descriptions and participating in team meetings, trainings, forums and discussions.
Provide feedback to the Team Leaders/CC manager for any opportunities on improvement.
Skill Requirements:
Degree, Diploma or an equivalent professional qualification; fresh graduates encouraged to apply.
English and Thai language – to Speak, Read, and Write.
Understanding of desktop, laptop and tablet’s hardware and technology.
Technical knowledge with problem solving and troubleshooting skills.
Technical knowledge on Microsoft Operating Systems & Office Suites
Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times.
Executive - Monitoring Support (English and Mandarin Language Support)
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Job Description
The Responsibilities of the Role:
Proactiveness 24x7 monitoring & real-time visibility to Lenovo service order deliveries within SLA.
Control tower and coordination of service delivery related responses and activities.
Oversees the IT related issue (Jira Ticketing) that is essential to business.
Situational awareness & ongoing communication to internal business stakeholders & external partners.
Daily close monitoring on Open task (Service Order).
Proactive monitoring of service order deliveries to ensure timely repair within service level agreement.
Control tower of general enquiries, operational activities & escalations via phone, email, chator Communicator queue to ensure resolution & customer satisfaction.
Action on requests and provide response with progress update promptly until issue resolved.
Interpreting data, analyzing results using statistical techniques.
Interface with relevant service teams to work for part relation & substitution, revision delivery ETA, service deferral and other alternatives on any miss or potential delay.
Skill Requirements:
Strong language competencies in English and Mandarin language.
Call center or service experience in IT and technical experience, preferably with monitoring tools, will be an added advantage.
Ability to work effectively in a team environment with both technical and non-technical staff.
Undergraduate degree or diploma in IT or business-related fields.
Fresh graduates are encouraged.
Able to work night shift.
Ability to manage adverse and ambiguous situations.
Work in 24x7 rotational shift environment.
Basic Microsoft Office (Outlook, Excel and PowerPoint) skills.
Executive Technical Support - English and Tagalog Language Support
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Job Description
The Responsibilities of the Role:
Guide customer according to solution trees and knowledge base to solve incidents and service requests (e.g. HW Troubleshooting, Password resets, SW configuration, etc.). If not successful inform the customer about the next
steps.
If necessary, cancel a customer incident at customer's request or update the information in the ticket and answer on customer enquiries regarding status of request processing.
In dedicated cases provide briefing information to appropriate internal/third party provider based on Statement of Work.
Operational Deliverables and Contribution.
Handling Voice/ Non -Voice customer, including detailed recording of the issue according to defined processes.
Check if reported incident is covered by process and if caller information and address details are correct, then initiate defined actions.
Transform tickets created by any Customer Service channel into the Ticketing system.
Identify and escalate situations requiring urgent attention.
Inform Line Manager or dedicated stakeholder base on defined process, in case of customer escalations.
Skill Requirements:
Strong language competencies in English and Tagalog language.
Technical background, e.g. education in information electronics, mechanics and/or SW skills.
In individual cases it is possible to assign the function to an employee if the essential professional knowledge is acquired by work experience.
Minimum 6 months or more experience in a call center environment is recommended.
Senior Min. 1 year or more experience in a call center environment is recommended.
Good technical knowledge in supported customer specific Hardware and SW environment.
Knowledge of customer service principles and practices.
PC literacy, especially usage of Microsoft Office package.
Willingness to work in shift models, based on customer requirements.
Specialist - Security Operations Center Analyst L1
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Job Description
The Responsibilities of the Role:
Comfortable working with SIEM tools and incident handling experience preferred.
Support and coordinate response to cyber-attacks that threaten assets, intellectual property, networks, and computer systems.
Analyze and respond to security threats from Firewall (FW), Intrusion Detection Systems (IDS), Intrusion Prevention Systems (IPS), Antivirus (AV), Endpoint Detection and Response (EDR) and other security threat data sources.
Utilize other analytic tools (NDR, etc.) to identify potential threats to the environment.
Sound knowledge and practical experience with TCP/IP networking.
Experience with Linux, Windows, iOS, and Network Operating Systems.
Knowledge of information technology (IT) security principles and methods (e.g., demilitarized zones, encryption, etc.)
Knowledge of current threats, vulnerabilities, and recent cyber-attacks.
Critical thinking and analytical skills.
Manage security incident/Event tickets.
Responsible for working in a 24x7 Security Operation Centre (SOC) environment.
Skill Requirements:
Degree in computer science/cybersecurity or equivalent from a recognized university/institute.
At least two years of ICT industry experience in configuring, managing, and troubleshooting.
Interpersonal skills and experience in presenting security incidents.
Teamwork skills.
Good written and oral communications skills.
Work experience in a SOC is an added advantage.
ICT security certifications are an added advantage.
To answer incoming telephone enquiries, problems or complaints from customers relating to a range of specified client products or services, with the objective of resolving the customer’s issue as quickly as possible.
To ensure information is captured on internal systems so that a colleague can understand what has occurred and has been agreed to on the call.
To make any ad-hoc outgoing calls to customers as required resolving an outstanding query.
To recognize the importance of telephone calls as a way of supporting and enhancing our client’s brand.
To participate fully in the team, taking part in regular team meetings and buzz sessions, giving feedback and ideas to colleagues and to the Assistant Manager.
To escalate any queries or unresolved issues that cannot be completed within the agreed procedures.
To undertake any administration tasks delegated by the Assistant Manager.
Skill Requirements:
Degree in any discipline.
Excellent command of spoken and written English and Native Persian.
Proficient in MS Office.
Customer service oriented preferably with at least 1 year working experience in customer service.
Display excellent communication, problem solving and people skills.
Able to work independently as well as a team player.
Executive Technical Support L2 - (English and Mandarin Language Support )
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Job Description
The Responsibilities of the Role:
To attend to escalation cases of a second level nature and to demonstrate such proficiency in their resolution as a Subject Matter Expert (SME).
To attend to follow up or escalate customer support calls, chat sessions & email interactions on behalf of client and to ensure such service delivery as may be required by customers.
To identify, segregate and resolve customer support requests in a systematic and precise approach as to ensure end-to-end resolution of customers’ issue.
To address customer (client product end-user) complaints using appropriate service empowerment as may be defined by line management.
To ensure all service support interactions including customer details are updated onto the CRM.
Skill Requirements:
Technical aptitude (computer literate, able to quickly learn new applications).
Familiarity with windows /android software and hardware.
Must be able to read, write and speak in Mandarin.
Work Experience:
1-year experience in handling wireless product related inquiry and troubleshooting is required.
Prior contact centre experience for 2 year is required, with related industry know-how.
At least 1.5 years’ experience in computer hardware/software, including hardware support and operating system troubleshooting, positive performance reviews and previous employer references.
Strong verbal applicable language skills – native or near native / minimal accent impact.
Demonstrate ability to take ownership of customer issue and follow-up with customer to ensure a successful resolution and delightful experience.
Attention to detail with customer and case documentation.
Qualification:
Must possess at least a Diploma or a Bachelor’s degree in Computer Science/ Information Technology or equivalent.
Technical SME (Subject Matter Expert Certifications) in, Hardware, Network Switching, Routing & Security (Firewalls...Etc.).
The Package :
Basic salary RM4200.
Performance Related bonus on a quarterly basis for confirmed staff.
Executive Technical Support (English & Indonesia Language Support)
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Job Description
The Responsibilities of the Role:
Receive call/digital interactions to assist customers and clients with technical issues arising from everyday computer use (desktop/laptop/tablet/other related devices).
Determine the problem and provide a technical resolution within the contact or by dispatching for service.
Resolve the cases from end to end, make follow up and regularly update the customers on the case progress.
Always strive to meet and exceed customers’ needs and expectations.
Stay abreast of new process and product release by reading updates, studying product descriptions, and participating in team meetings, trainings, forums and discussions.
Provide feedback to the Team Leaders/CC manager for any opportunities on improvement.
Demonstrate the required maturity to work from home/remotely under minimum supervision.
Expected to meet the Key Performance Indicators (KPI).
Skill Requirements:
Degree or Diploma qualification are encouraged to apply.
Good communication skills in English and Indonesia language – to read, write and speak.
Fresh graduate with good personal/working experience in handling computers/laptops or technical issues.
Understanding of desktop, laptop and tablet’s hardware and technology.
Technical knowledge with problem solving and troubleshooting skills.
Technical knowledge on Microsoft Operating Systems & Office Suites.
Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times.
Specialist Quality Analyst - (English & Tagalog Language Support)
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Job Description
The Responsibilities of the Role:
Responsible for conducting monthly Quality Monitoring and Feedback sessions (Call, email and chat) for Executives – Post Sales agents.
Accurately conduct Quality Monitoring and Feedback sessions for the Executives mentioned above on a daily, weekly and/or monthly basis as specified by the Transaction Monitoring Methodology and Procedures.
Collect and document Quality Monitoring results, analyze and recommend opportunities to Assistant Manager/Manager – Operations for continuous improvement on a monthly basis or whenever required.
Assistant Manager – Quality & Customer Experience and Manager – Operation by translating quality monitoring results and analysis into accurate and timely reports, towards identifying opportunities for Quality improvement.
Convey issues and positive reinforcement on quality concerns to Total Quality Management and Operations Management.
*Job scope is to change based on hierarchical changes.
Skill Requirements:
Graduate from college or above, related professional on electronically is preferred.
Familiar with Window OS, Windows Office.
Good communication skills in English and Mandarin language – to read, write and speak.
More than 2 years of large-scale call center customer service-related work experience; above 1 year experience for QA.
Sales/service experience in retail, sales, service or other “helping” business (preferred).
PC industry knowledge (An advantage).
Good patient, serious and responsible work, have good service consciousness.
Conduct qualitative assessments of calls, e-mails, web chats and queue handling in accordance with QA program.
Assist the Team leader to determine quality improvements, including, improvements/changes to training, coaching needs, process improvements or disciplinary actions.
Can summarize excellent cases from the agent service and share with team members to improve the service skills.
The role is responsible for design, development of dashboards, reporting sources from MTSA, LUDP, SLQ & various production systems. This position will collaborate with Business stakeholders, leaders and subject matter experts
to design, develop and support all kinds of data or report requests. This position will also gather requirements, performance analysis and translate business reporting requirements into Report or Dashboard view. Ability
to create SQL DB from scratch for the analytics dashboards.
The Responsibilities of the Role:
Gather and understand business requirements to set functional specifications for reporting applications.
Develop automated reports and dashboards using various reporting tools.
Utilize strong business application knowledge like PowerBI, SQL, SAP, Qlik, and Excel to quickly combine datasets in order to produce data mashups.
Creating reports via Power BI/ Qlik tool automation for the dashboard, reports
Collecting requirements for projects, reports, etc.
Business Analysis - 50%
Reports and Ad-hoc request - 50%
Skill Requirements:
3 to 5 years of relevant experience
Minimum 2 years' experience in data analytics, database or a quantitative field
Ability to write complex SQL queries & knowledge of Qlik, PowerBI (Analytic Tools), Microsoft Excel
Possess strong knowledge of source data along with the ability to unravel existing reporting logic back to their source systems. Good problem solving skills.
Strong knowledge of relational, analytical and multi-dimensional database architectures.
Strong application development, including visualization, parameters and support optimization.
Advanced analytical with the ability to understand business and technical functions, processes.
Good programming skills for database management and general software
The Package :
Attractive Salary (RM 3,500 - RM 4,500).
Performance related bonus on a half yearly basis for confirmed staff.
The Business Intelligence Analyst is responsible for supporting businesses leverage data, designing, developing the dashboard, and identifying opportunities for improvement as well as offering solutions. This position will
collaborate with Leaders, Business Stakeholders, and subject matter to support to request.
The Responsibilities of the Role:
Accountable for directly working with the business to assist in all reporting, data extracts and information needs.
Identify and execute robust and continuous improvement opportunities within the data management processes in the applicable systems.
Be the information delivery expert responsible for creating adhoc reports, dashboard and data mining processes as per business needs.
Gather and understand business requirements to set functional specifications for reporting applications.
Developing and implementing data analyses, data collection systems and other strategies that optimize statistical efficiency and quality.
Utilize strong business application knowledge like RPA, PowerBi, SQL, SAP, and Salesforce to quickly combine datasets in order to produce data mashups as answers to business-related questions.
Acquiring data from primary or secondary data sources and maintaining databases.
Interpreting data, analyzing results using statistical techniques.
Acquiring data from primary or secondary data sources and maintaining databases.
Possess deep insight into business process as it relates to system integration and interface.
Skill Requirements:
Diploma/ Undergraduate degree, preferrable in Business Information Systems, Computer Science or Data Science.
Display excellent communication, strong language competencies in English, problem solving, analytical and people skills.
Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility.
Advanced Microsoft Office (Excel, Macro) skills.
2 to 3 years of relevant experience.
Minimum 5 years’ experience in Business Intelligence & Data Analytics.
Ability to write complex SQL queries & knowledge of Power BI.
Strong knowledge of relational, analytical and multi-dimensional database architectures.
Advanced analytical with the ability to understand business and technical functions, process information quickly and assess impacts to data elements.
Strong ownership & teamwork for win-win framework.
The Package :
Attractive Salary (RM 3,000 - RM 5,500).
Performance related bonus on a half yearly basis for confirmed staff.
Outbound Specialist (English, Bahasa Malaysia and Mandarin Language Support)
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Job Description
The Responsibilities of the Role:
Contact Huawei consumers via Outbound calls to enhance their user experience.
Making Outbound calls for new product owners, Happy Calls for dissatisfied customers and Crisis case customers, repeated customers and flagship product users.
Manage complaints and feedback from customers.
Escalate and highlight feedback that are serious in nature to Person In Charge.
Record call details in the applicable systems for tracking purposes.
Work on ad-hoc tasks assigned by respective line manager including handling of mystery calls, test calls and surveys.
Meet daily target set by management by performing number of outbound attempts, success rate, timely follow up calls and customer satisfaction.
Excellent verbal communication skills, persuasive, and friendly personality.
Good reading skills, attentive and good understanding skills; able to identify issues quickly and usage of appropriate probing skills.
Good writing skills, excellent grammar, structure, and attention to detail.
Skill Requirements:
Diploma holder or have an equivalent professional qualification in a relevant field of study.
Proficient in spoken and written English, Bahasa Malaysia and Mandarin.
At least one-year experience in escalation/dispute handling team.
At least 2 years’ experience in customer service.
Ability to use Google Chrome, Internet Explorer.
Knowledge about mobile technology and other digital applications.
Knowledge about Android and other phone software mechanisms.
Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.
Ability to work in a challenging environment.
Contact Centre Operating Days: Monday – Sunday.
Contact Centre Operating Hours: 9am - 9pm.
Work hours: Rotational shifts; 9.5 hrs. inclusive of 1.5 hrs break.
The Executive – Technical Support will be required to manage incoming calls, emails and chat from customers pertaining to PCs, Laptops, Smartphones and Electronic products and services.
The position will require you to support the contact centre in spoken and written English.
Skill Requirements:
Diploma /Degree in IT related disciplines
Good command of spoken and written English.
Prior experience in a similar role is an advantage.
Well versed in Windows Operating Systems and Windows Office.
Well versed in Android software and hardware.
Possess initiative, able to work independently and as a team
Dynamic, highly motivated and a result-oriented team player with good interpersonal skills
Operating Days : Monday-Friday
Operating hours : 5am-6pm( following the ANZ hours).
Rotational shifts
Each shift is 9 hours including 1.5 hrs for breaks
Foreign nationals are welcome to apply.
The Package :
Attractive Salary - RM3000 - RM4000
Performance related bonus on a quarterly basis for confirmed staff.
Executive Technical Support L2 (English Language Support)
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Job Description
The Responsibilities of the Role:
To attend to escalation cases of a second level nature and to demonstrate such proficiency in their resolution as a Subject Matter Expert (SME).
To attend to follow up or escalate customer support calls, chat sessions & email interactions on behalf of client and to ensure such service delivery as may be required by customers.
To identify, segregate and resolve customer support requests in a systematic and precise approach as to ensure end-to-end resolution of customers’ issue.
To address customer (client product end-user) complaints using appropriate service empowerment as may be defined by line management.
To ensure all service support interactions including customer details are updated onto the CRM.
Skill Requirements:
Technical aptitude (computer literate, able to quickly learn new applications).
Familiarity with windows /android software and hardware.
1-year experience in handling wireless product related inquiry and troubleshooting is required.
Prior contact centre experience for 2 year is required, with related industry know-how.
At least 1.5 years’ experience in computer hardware/software, including hardware support and operating system troubleshooting, positive performance reviews and previous employer references.
Strong verbal applicable language skills – native or near native / minimal accent impact.
Demonstrate ability to take ownership of customer issue and follow-up with customer to ensure a successful resolution and delightful experience.
Attention to detail with customer and case documentation.
Qualification:
Must possess at least a Diploma or a Bachelor’s degree in Computer Science/ Information Technology or equivalent.
Technical SME (Subject Matter Expert Certifications) in, Hardware, Network Switching, Routing & Security (Firewalls...Etc.).
The Package :
Basic salary RM3700.
Performance Related bonus on a quarterly basis for confirmed staff.