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Job Description
The Operations Executive provides front end customer support and will be responsible to track and log all customer complaints and enquiries from multiple channels. The person will be working in a team to provide high level administrative and backend support by allocating service technicians to address customer issues, handling information requests and to provide quick documentation turn-over to ensure efficient billing cycle.
Responsibilities:
- Will serve as front line customer support- to handle customer complaints and log all cases into Helpdesk Ticketing software. All cases are to be resolved within SLA
- To manage and utilise group of service technicians and subcontractors to resolve cases. Scheduling and delegation of service jobs to all allocated technicians on a daily basis.
- To generate servicing and spare parts quotations to customers, to review all reports of completed service jobs to check for completeness and correctness before passing on to Finance for invoicing.
- Provide technical support and necessary documentations to customers for troubleshoot.
- Provide other miscellaneous administrative support.
Requirements:
- Candidate must possess at least Diploma/Advanced/Higher/Graduate Diploma in Business Studies/Administration/Management or equivalent.
- Required languages: English, Bahasa Malaysia. Candidate must be fluent in spoken and written English.
- Proficient in MSOffice. Experience with Helpdesk Ticketing solutions and Field Service Management solutions is an advantage.
- At least 2 years of working experience in any Customer Support roles preferred but not compulsory. Added experience in mechanical/electrical engineering is an advantage.
- Candidate is expected to have strong inter-personal skills and able to work in a team under minimal supervision
- Good communication skills- ability to present problems and solutions in non-technical jargon.
- Must be organised, driven and able to multi-task in a dynamic work environment. Able to perform under pressure.
