Location
kuala lumpur, kuala lumpur, Malaysia
Posted
July 04, 2026
Job Description
Inquiry & Ticket Management
- Oversee the complete lifecycle of customer inquiries and tickets, ensuring accurate documentation, timely resolution, and adherence to SLAs.
Escalation & Service Quality
- Coordinate with internal teams to resolve complex issues, maintain service quality standards, and ensure compliance with organizational policies and regulations.
Reporting & Performance Monitoring
- Track and analyze key metrics such as resolution times, backlog, and customer satisfaction; provide actionable insights for improvement.
Process Optimization & Continuous Improvement
- Identify workflow inefficiencies, implement best practices, and drive initiatives to enhance ticketing processes and overall customer experience.
Super User of IT Systems
- Responsible for the administration and control of the underlying IT systems of the contact management (Service...