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  • Job reference: RMS0213403

Customer Service Technical Helpdesk (Mandarin)

  • Sector: ICT
  • Location: Kuala Lumpur
  • Job type: Permanent
  • Date posted: 08/07/2019
  • Duration: permanent
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The Role:
We are hiring Bilingual Mandarin-English speaking Customer Service Technical Support Representatives to provide support for customers. You could work for software or equipment suppliers providing after-sales support or companies that specialise in providing IT maintenance and support. This position offers a three week training program to ensure you will become an expert in the business you will be supporting.

As a Technical Support Representative, you will be the first point of contact for both existing and new customers either by telephone or email. This is the perfect opportunity to use your superior customer service skills to ensure customer satisfaction, timely resolution of customer issues, and drive loyalty.


If you are highly motivated, enthusiastic, and driven by results, this may just be the career you've been seeking. Our current staff has an average tenure of nearly double that seen in similar customer service environments. In other words... once you join, you'll find a home.


The team consists of a diverse group of international technical support and customer experience professionals, most of which are either bilingual or multilingual.


What would I be doing?
* Accepting requests through different communication channels, logging and identifying the problem;
* Responding to customers via phone and/or email. Manage customer expectations by taking into consideration customers' entitlement and customer issue;
* Keeping customers informed, setting and following up on commitments, keeping precise case documentation and case ownership;
* Meeting deadlines and delivering services according to customers' service level agreements;
* Developing working knowledge of supported products and technology as well as applicable technical support tools

What we offer:
* 13 month salary package with Quarterly Bonus paid-out
* Monthly Shift allowance RM500.
* Continuous paid training on the latest technology
* Private Health/Medical Insurance, Dental Plan and Eye Care Reimbursements. Medical examination claim up to RM1000 per annum. Sport claims up to RM500 per annum.
* Private Pension and Life assurance
* 24 Annual leave days, 5 days recognized public holidays, increasing with service
* Potential for rapid advancement in many fields

We are looking for...
* Fluency in written and spoken Mandarin
* Fluency in written and spoken English
* Experience in telephone and email-based customer service or technical support
* Experience in maintaining detailed updates in database / customer management systems
* A positive person with an attitude towards learning new skills
* Adaptability to change and multi-tasking
* Computer savvy

Shift pattern: 7:30am to 4:30pm / 1:30pm to 10:30pm / 10:30pm to 7:30am

The Company:
Our client is an information technology company which provides industry application software and services. The range of services include IT outsourcing, management consulting research, enterprise information management software, e-commerce, oriented software development and a series of information services.

Why join us?
* We practice a vibrant and energetic office culture
* We provide opportunities for career advancement within the company.
* Good performance is always rewarded accordingly

Current presence: Malaysia, China, Singapore.

Specialty: Mobile Applications Development and Software Development, Payment Gateway


About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.



FircroftTanjungSdnBhd (Co. Reg. No: 1103286-X)

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