Customer Support Consultant

Help Desk & IT Support (Information & Communication Technology)

Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in Malaysia 

About the opportunity 

Our APJ Asia VAS Services is currently expanding . So, we are in midst of finding someone that likes to take challenges in Multifunctional roles covering all products in Asia to join us as VAS Service Consultant in this team. As the team is newly set up for 6 months, the incumbent must be able to be flexible to provide a helping hand to internal and external stakeholders / customers following the VAS procedures and process and able to adopt to agile methodology. 

What you’ll get to do

• To manage all existing customers' change request (auto and manual) and provides value added services (VAS) covering all products in Asia.
• To be the customers' facing person and attend to their request; perform Scoping and Quoting efforts to the request works.
• To prepare Service Requirements Scoping document (SRS) for VAS Services.
• Collaborative with various stakeholders (internal/external) to ensure the scope of works are achievable and align in signed contract/SoW. 
• Maintain, monitor and upkeep the VAS projects status tracking worksheets for billing. 
• To maintain and upkeep all the VAS services standard procedures and documents, such as questionnaire, service catalog and rate cards.

Skills and experience we value 

• Previous experience in consulting role in payroll industry, with a track record of successful client-facing consulting services.
• Sound knowledge of HR/Personnel, Payroll and Leave practices, procedures, operations, legislation, with hands-on experience using or configuring payroll and/or HRIS systems.
• Experience with Dayforce highly regarded; open to other payroll system experience (training will be provided).
• Excellent communication skills, with a high level of written and verbal English
• Attention to detail & a focus on administration accuracy is critical
• Ability to multitask & manage the administration of multiple projects & Customers at the same time
• Understanding of basic project management principles
• Understanding of the fundamentals of project plan timelines and how to estimate work
• Future goal to effectively implement HRIS modules or similar end-to-end solution

What would make you really stand out

• Positive attitude in handling complex cases and demanding customers.
• Incumbent needs to be calm and patient in repeating explaining the process and procedures to both internal and external stakeholders/ customers.
• Experience in handling Multifunctional process will be advantage for this position.

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