Support Analyst

Job Responsibilities:

• To ensure customers are consistently receiving high quality and efficient service, such as first contact resolution, able to resolve various queries, complaints, and close escalated cases speedy and effectively.
• Provide action plan for areas require improvements.
• Monitor and enhance processes and procedures (SOP) within department SLA.
• Timely monitor service performance, timely feedback issues to relevant department for resolution and improvement.
• Answer suppliers enquiry related to the company services via phone and email.
• Ensure incidents are logged and updated in the helpdesk ticketing system
• Learn and achieve good understanding of product features
• Guide supplier and buyer on portal usage and process.
• Provide service provisioning and training for supplier
• To assist buyer and supplier enquiries on business/trading processes.
• Response to inbound and outbound calls in a professional manner and providing solutions and advise where appropriate.
• Troubleshoot and resolve suppliers issues within system accessibility.
• Ensuring service quality level are maintained and all issues is handled in a timely manner.
• Escalate clients' requests and complaints to appropriate specialists.
• Update clients about their request and feedbacks status accordingly.
• Gather clients feedback, identify problem trend and report to supervisor for discussion or service enhancement.
• Perform other related duties on ad hoc basis.

• Candidate must possess at least a Diploma in any field.
• At least 1-2 year(s) of working experience in the related field (Helpdesk or Call-Centre) is an added advantage for this position.
• Preferably Executives specializing in Customer Service or equivalent.
• Required language(s): Bahasa Malaysia, Mandarin, English
• Ability to effectively communicate, both written and verbally
• Courteous with strong customer service orientation
• Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner
• Knowledge in e-Commerce will be an added advantage.
• Ability to work as a team member, as well as independently.