SOC Helpdesk Support

Date Posted: 14-07-2017 09:32 AM    Location: Shah Alam, Selangor    Posted by: JP Search Sdn Bhd    Views: 922 times
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Description

Responsibilities:

• To work on shift as scheduled and approved by superior.
• To act in a professional and efficient manner in handling all inbound and outbound calls, emails, faxes and letters to SOC within agreed response time.
• Handle customers’ enquiries and requests on all products and services based on the latest updated details.
• Manage existing customer’s accounts for data update, transfer, account renewal, and other documentation purposes.
• Resolves product or service problems by clarifying customer's complaint; determine the cause of the problem; explain the best solution to solve the problem; escalate and expedite on correction action and follow up closely to ensure resolution.
• Provide technical troubleshooting to problem reported and ensure customer’s complaint managed end to end.
• Assist installers to register, test and activate a new account and update record into the system.
• Assist onsite support and customer for troubleshooting, vehicle transfer, sold, replacement and device reported damaged.
• Update new activated account into tracker/system for follow-up and reference.
• Manages alerts involving theft, crash, e-call request and Stolen Vehicle Recovery following strictly all SOC SOP and guidelines.
• Meet KPI performance matrices defined while ensuring meeting the target of all deliverables.
• To undertake any ad-hoc duties assigned by the Superior and/or from the Management from time to time.
• Report and document all information according to the format defined.
• Follow and comply with all company SOP as documented.


Requirements:

• Possess a minimum diploma /degree or its equivalent in any discipline
• At least 1-2 working experience in a customer oriented industry
• Mandarin speaker preferred.


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Qualified or interested candidate, Kindly click apply below or email us a copy of your resume in MS Word format to: jpsearch.adv(a)gmail.com

Kindly indicate the following details in your resume:
1. Current and Expected salary
2. Reason for leaving for current and previous employment
3. Earlier availability date
4. Position that you are applying for

We regret that only shortlisted candidates will be notified.
However, rest assured that all applications will be updated to our resume bank for future opportunities/references