Customer Service Executive - Helpdesk
(Selangor - Petaling Jaya)

Responsibilities:

• Responsible for answering phone calls, listening tentatively to the service log reported and assisting in trouble-shooting
• Documenting service logs and assisting in resources allocation to ensure that the service level commitments are met
• Email Reply - Provide immediate attention to customer’s problems, requests and follow ups with appropriate resolution
• Liaise with Software Development Team to ensure client’s requests or concerns are promptly and properly addressed
• Daily monitoring of the performance of the client’s system application by close liaison with the data center personnel
• Recognize and take action when escalation and de-escalation is required for critical and urgent case within Service Level Commitment
• Providing feedback effectively to supervisors and managers to ensure utmost customer satisfaction, i.e. to prioritise the severity of service requirement reported and ensure it is attended to effectively
• Assist in keep track of bug fixing and version upgrades
• Assist in reporting, troubleshooting, monitoring of the telecommunication lines, internet connections of customers and email facilities of the office
• Extensive familiarization and training on the product and its features will be provided

Requirements:

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Information Technology, Computer Science or equivalent
• Call Centre or Helpdesk working experience in related field, preferably in financial industry will be an advantage
• Good telephone communicational skill, courteous, responsive and attentive to customer’s queries
• Good knowledge in IT hardware and software troubleshooting
• Pleasant personality with excellent phone manner
• Good in promoting a positive service culture
• Fresh Graduates/Entry Level applicants are encouraged to apply
• Applicants must be a Malaysian citizens or hold relevant residence status, preferably Chinese conversant

Interested applicants please contact us at Tel: 03-7629 8168 or through our mailing address as below:

EXCEL FORCE MSC BHD
33-3A, Block C, Jaya One
No. 72A, Jalan Universiti
46200 Petaling Jaya,
Selangor Darul Ehsan
www.excelforce.com.my

Alternatively, you may apply online to the Company at