Service Desk ( Japanese Speaker)

Location Klang
Discipline Call Centre / Help Desk
Job reference 162972
Contact name Yu Akiyama
Contact email [email protected]
Contact no. +60320870000

Senior Engineer, Service Desk (Japanese Speaker)

MYR 4,500 - MYR 7,000

Job Responsibilities:
  • Effectively resolve L1 helpdesk queries as per deliverables outlined
  • Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
  • Execute transactions as per prescribed guidelines and timelines
  • Ensure that performance parameters are met to meet SLA targets
  • Ensure customer/user confidentiality and data protection at all times

Job Requirements:
  • Communication and Customer Service Skills
    • 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
    • Display Ownership and accountability
      • Quickly build trust and confidence with customer
      • Own and resolve customer issues efficiently, effectively and empathetically
    • Excellent comprehension and articulation skills
    • Excellent communication skills verbal and written
    • Demonstrate positive attitude
      • Willingness to learn and open to feedback
      • Helpful
      • Patience and perseverance
    • Demonstrated experience in negotiation skills (specifically in resetting Customer expectations, realigning KPI’s, etc.
    • Analytical and Problem solving skills
      • Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues
      • Problem solving skills and quick thinking to own & resolve customers’ issues independently, thoroughly & efficiently
      • Able to identify sales opportunities and upselling
  • Time Management Skills
    • Being proactive and show the utmost respect for customer’s time
    • Good time management, ensuring all contacts with customers add value
    • Ability to Multitask
    • Adaptable, results driven, professional and high work standards
  • Computer skills
    • Excellent PC and data entry skills
    • General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc
    • Knowledge on basic concepts of networking.
    • Working knowledge of MS Office
  • Mandatory requirement for experienced candidates:
    • Technical knowledge/expertise to support technical help related queries and trouble shooting.
    • 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.
    • A creative thinker, this person demonstrates initiative and is willing to go the ‘extra mile’;
    • Track record of being a team player, in a changing environment
  • BSc IT, BCS, CS, any B.E. degree / diploma required
  • Proven experience in commercial in bound telephony systems typically used in Call Centres, Help/Service Desks such as CISCO or ALCATEL.
  • Willingness to work in rotational shifts
  • Understanding of network protocols such as TCP/IP, DNS, SSL and VPN
  • Previous experience using Service Now, HP SM7 experience
  • Required language(s): Bahasa Malaysia, English. Japenese speaker is a MUST.