Customer Service

Senior Service Desk Engineer (Japanese Speaker)

Petaling Jaya, Malaysia

Regional Delivery Centre for Multinational Telecommunications Company

Our CLIENT is a premier Regional Delivery Centre (RDC) committed to bringing the best global communication solutions to global customers such as Australia & Singapore. They are talent-centric and drive customer experience through improved satisfaction and operational performance that covers ICT, project management, carrier services, and service provisioning to provide world-class and exceptional delivery. They are seeking an experienced Senior Service Desk Engineer to support the business Japanese segment.

IT savvy with customer oriented skills + Japanese Speaking (JLPT certified)

Compulsory experience

IT savvy with customer oriented skills + Japanese Speaking (JLPT certified)

What You Will Do

Effectively resolve L1 helpdesk queries per business guidelines.

Ensure appropriate documentation of the interaction on the customer’s account using company prescribed format.

Execute transactions as per prescribed company guidelines and timelines.

Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues.

Apply analytical problem solving to understand issues, evaluate solutions and work with colleagues, to resolve customer issues.

Practice good time management, ensuring all contacts with customers add value.

Own and resolve customer issues efficiently, effectively and empathetically.

What You Need:

Technical knowledge/expertise to support technical help related queries and trouble shooting.

Ideally a minimum 1 year experience in a L1 helpdesk / tech support process providing remote support for Laptops / Desktops / LAN Issues / Printer Configuration etc.

Ability to clearly and concisely transfer technical and business knowledge to knowledge base, colleagues and Customers.

General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.

Able to work in rotational shifts: (1) 9.00 AM - 6.30 PM (8.5 hours), (2) 1.00 PM - 10.30 PM (8.5 hours), (3) 10.30 PM - 8.00 AM (8.5 hours), (4) 8.00 PM - 8.00 AM (8.5 hours)

Competent in using English & Japanese for professional communications.

What's On Offer:

  •   Offered Salary

:

Up to RM 7,000

  •   Working hours

:

Rotational shift hours

  •   Type             

:

Permanent

  •   Work Location 

:

Petaling Jaya, Malaysia

  •   Offered Benefits

:

Health insurance coverages & more staff perks!

Ease of access: Central HQ location