Posting date: 02-08-2018 | Closing date: 00-00-0000
Emerio Malaysia Sdn Bhd
Emerio, an NTT Communications company, is a leading IT solutions and services organisation with deep roots in South East Asia. We provide a suite of solutions and IT services for Banking, Insurance, Telecommunications, Utilities, Education, Government, Hospitality and Social Services verticals. We have been consistently delivering high quality services with our in-country and right-shored teams of domain and technology experts for more than 19 years.
Senior IT Support Executive - Mandarin Speaking
(Cyberjaya, Nationwide )
Job Descriptions

Position Title :

Mandarin Speaking - Senior Service Management Executive 

 

Purpose Job

Main responsibilities are to ensure the smooth running and customer satisfaction of the system and networking infrastructure for our valued customers.

To ensure that the service level is met and the customer relationship is retained. Thus, Senior Service Management Executive is expected to understand and satisfy customers requirements and exceed the expectations.

 

Details Job:

1. To develop long term relationship with appropriate stake holders within customers.

2. To be willing to work in 24x7 shift (depending the business requirement)

3.To be responsible for managing customer expectations and feedback, monitoring and analyzing tickets regarding the service specification.

4.To monitor customer SLA, and prepare reporting documents on KPI’s to the customer in regular meeting, face to face or remotely basis.

5.To participate with our Operation team to analyze and resolve root cause, and initiate projects for service upgrades, when problems are identified.

6.To perform root cause analysis as part of continuous improvement effort.

7.To instruct our Operation team in work procedures, and amend the procedure as necessary.

8.To understand customer requirement and provide feasible solutions, or offer as a new service.

9.To design customer maintenance and operation scheme, and prepare the proper documentations.

10.To develop and enhance current policies, procedures, documentation for workflow and other related areas.

11.To be escalated in 24 hour, 365 days for resolving high severity issue, and negotiate with various parties, NTT affiliates or vendors.

12.To perform the role of ‘Transition Manager’ as to deliver all Service Transition Projects and Programmes.

13.To deliver customer advocacy via exemplary Service Transition project delivery.

14.To take full responsibility for the management of the wider transition team involving additional project management resource, internal technical resource, 3rd party suppliers, account team members and client stakeholders.

15.To perform knowledge transfer and provide trainings.

16.Must be flexible enough to participate in customer supports when the Operators are occupied or absent.

17.To perform other miscellaneous job-related duties as assigned.-KRAKPI:

 

1. To be responsible for managing customer expectations and feedback, monitoring and analysing tickets regarding the service specification.

2. To monitor customer SLA, and prepare reporting documents on KPI’s to the customer in regular meeting, face to face or remotely basis.

3. To be escalated in 24 hour, 365 days for resolving high severity issue, and negotiate with various parties, NTT affiliates or vendors.

 

Job Requirements
  • Excellent Mandarin Speaking and Writing
  • Preferably taking Mandarin at SPM above grade C
  • Must have 3years IT Experience 
  • More than 4 years customer service experience 

Only shortlisted candidates will be notified.

Interested applicants are invited to write-in / fax-in / email with comprehensive resume including current and expected salary to:

Emerio Malaysia Sdn Bhd
63000 , Cyberjaya
Email: Yusaku.Shigemitsu@emeriocorp.com


Salary
: 4000-4700
Employment Type
: Full Time
No of Vacancies
: 10
Min. Qualification
: Diploma/Certificate
Min. Experience
: 4 Year(s)