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Regional
Supervisor
Malaysia

Job Detail

  • ROLE Provide technical assistance and support to multiple clients, managing and prioritizing inquiries from different companies, primarily in English and Japanese.
  • Must-Have: Manage and prioritize customer inquiries from various clients, ensuring timely and accurate responses.
  • Bilingual support skills to accurately understand inquiries and responses in English and Japanese, and to accurately translate them into Japanese or English.
  • Compose thoughtful, personalized responses for a variety of end user requests.
  • Effectively resolve enquiries from end users in a considerate, accurate, and timely manner.
  • Manage incidents and service requests and devise solutions to resolve issues.
  • Manage end-to-end ticket life-cycle coordination. SLA is very critical in client’s environment.
  • Monitor and maintain quality of service as measured by metrics such as performance, efficiency, customer satisfaction, and take corrective action as required.
  • Good-to-Have: Prior experience in managing multiple client companies in a help desk or call center environment.

Skill Requirements

  • Strong analytical skillsets with logical thinking capability.
  • Strong prioritization and multitasking skills to work with multiple companies.
  • Answer phone calls from multiple client companies, escalate to PIC and manage records.
  • Strong communication skills with HQ and affiliate companies.
  • Carry out administrative functions.
  • Review completed tasks to ascertain compliance with standards.
  • Document all knowledge and processes, maintenance and update of user/internal manuals and FAQs.
  • Stay up-to-date with product knowledge and industry trends across all client accounts.
  • Record all problems and their solutions in the Production Log File and ensure problems follow-up.
  • Manage incident and service requests and devise solutions to resolve issues, escalate to client if unable to resolve, both in compliance to response and resolution SLAs.
  • Record all problems and their solutions in the Production Log File or Ticketing Tool and ensure problems follow-up.
  • Monitor event & notification dashboard and perform actions based on instructions and procedures.
  • Ensure customer KPI and SLA requirements are meet.
  • Work Location: Malaysia (Kuala Lumpur, Menara Shell).

Educational Level

  • Bachelor Degree of IT Major.