You Will
- Verify customer entitlements vs contract: review customer set-up in systems, validate users, updates systems, and input customer information.
- Dispatch Deliveries and Schedule Support Program Deliveries: Validate contract credits, create dispatch in systems, communicate dates, manage scheduling and rescheduling.
- Capture and Triage new Support Needs: Create support needs based on recommendations and align to a delivery project.
- Prepare for Support Delivery Projects & present findings to Customer Success Account Managers (CSAM).
- Generate a Support Project Proposal Summary: Create a delivery project in systems.
- Meeting Prep and Post Meeting Activities: action post meeting items as directed by CSAM, track progress and provide updates to CSAM.
- Renewal Process Support: Do standard customer research to be used during the renewal process by CSAM.
- Reactive Support Governance: Track and manage case histories and ensuring expected SLA/outcomes met for and assist with high impact escalations.
Other Duties & Responsibilities
- Develop a good level of process & product knowledge to speak intelligently to customers and successfully address specific objections
- Clearly document and track qualitative feedback and quantifiable measurements
- Initiate steps through appropriate communication channels to address customer concerns
- Ensure high level of professionalism during all interactions with customers
- Collaborate with cross functional teams and management to drive a superior customer experience
- Follow guidance from more senior staff, as needed
- Follow established procedures
- Other duties, as assigned and necessary
You Have/Are
- Local Malaysian
- Graduates with a Diploma/Degree, up to 3-4 years of relevant working experience preferred
- Certified in TOPIK Level 5/6
- Intermediate to moderate knowledge in Microsoft Office suite (Word, Excel, PowerPoint)
- Strong attention to detail
- Excellent Communication Skills - verbal, listening, and written
- Strong troubleshooting skills, accurate and logical problem-solving techniques.
- Working knowledge of Microsoft products which is an added advantage