Full-Time Helpdesk Agent (Mandarin) 服务台人员
Currently we are assisting our MNC clients at KL to continuously look for candidates to work in their companies as:
Helpdesk – 1st Level Call Agent
Our Client (requires Helpdesk Agent)
is one of the world’s leading providers of IT solutions(eg Bank ATM machines, 7/11, Jusco, Tesco, etc cashier systems….) and services to retail banks and the retail industry.
-Responsible to provide User Helpdesk Services to inbound customer calls. This
includes the usage of remote tools to analyze and resolve tickets.
-Answer inbound customer calls, including detailed recording of the issue according to
-Check if reported incident is covered by contract and also if caller information and
address details are correct, then initiate defined actions.
-Transform tickets created by E-Mail or Fax into the Ticket system.
Usage of available solution trees and Knowledge base to resolve tickets and advise
customer on appropriate actions on the phone.
-Usage of remote tools (where applicable) to analyze and resolve tickets.
-Enter correct spare part proposal by using individual product configuration details. If
not successful in solving the ticket, forward to the next appropriate level.
-Provision of added value services during non-peak times.
-Report on faulty master data if noticed.
-Inform Service Line Manager (e.g. teamleader or supervisor) or dedicated CEC agent in
case of customer escalations.
-Provide detailed information on all performed activities to next appropriate level
according to process definition. If incident is solved log all required debriefing
information in the ticket according to process definition (incl. usage of service coder).
-Guide customer according to solution trees and knowledge base to solve incidents and
service requests (e.g. Password resets, SW
configuration, etc.). If not successful inform customer about next steps.
-Possess SPM/STPM/Diploma or Degree or its equivalent
-Advantage if possess customer service, call centre, service desk or helpdesk
-Able to speak Mandarin. Advantage if can speak Cantonese.
-School leavers are welcome to apply
-Willingness to work in shift model
How to ApplyCandidates can either send resumes to email@example.com(Your resume will be kept at strict confidential and will only be sent to our client upon your consent)
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