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Customer Care Support

Information technology
Full-time
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Bangsar South, Kuala Lumpur

About The Job

At aminia, our customers are at the core of everything we do, and we’re committed to providing them with top-notch service. We’re searching for a support representative who is passionate about helping others, who can proactively offer solutions and ideas that will delight our customers. This position is responsible for managing sensitive customer interactions, proposing creative solutions, and establishing rapport with our engaged community through our 

  • Helpdesk and  Support Forums
  • Support Email Mailbox
  • Social Media Channels (Facebook, Instagram, Twitter, and YouTube). 
  • Blogs/Forums

Support driven. You have a passion for problem-solving and enjoy being challenged. Helping others comes naturally to you. You also love social media and understand the importance of brand consistency.

Perceptive and empathetic. You proactively anticipate customer needs. You can adapt your tone and approach to fit a diverse range of customer personalities and situations.

Honest and authentic. You’re comfortable being yourself and genuinely enjoy connecting with others. You express yourself openly and respectfully, and function well as part of a team.

Reliable and accountable. You’re consistent, dependable, and adhere to a set work schedule.

You take ownership over the quality of your work and make an effort to improve.
Innovative. You're a creative thinker who can offer solutions to the trickiest conundrums. You bring compelling ideas to the table in an effort to catalyze positive change.


What would you be doing actually
  • Monitor Support Desk Email/Plafform, Forums, Social Media or Website Inquiries for Support or Product Inquiries
  • Log cases in the Support Portal and tracking the  cases within the set  SLA and KPI's
  • Escalation to relevant team members  for resolution and following up with them
  • Follow up with Field Engineers for updates
  • Be the Customers fronting Person for all Support request and ensure timeline updates to customers
  • Innovate new Support methods and taking ownership of your own  Support unit.
  • Present the Support status and weekly updates on Team meetings.

Job Requirements

  • Experience as a Customer Support Specialist or similar CS role
  • Familiarity with Telecommunications is a plus
  • Experience using help desk software and remote support tools
  • Understand how SLA. KPI and KRA works
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Patience when handling tough cases
  • Cheerful and Energetic Personality
  • Participative and a Team player
  • BSc in Information Technology or relevant Degree/Diploma

Our Culture

OUR PEOPLE

We are a 40 strong company with the  following business units
  • Network Operations    - based in Subang SS15
  • Engineering  and Admin  - based in USJ12  Office
  • Headquarters  - Bangsar South

OUR STORY

We are not a Startup, being suppliers and solutions providers for the Malaysian Telecommunication sector for the last decade, we are using our proven experience to  expand our already successful  business to expand further beyond Malaysia. 

Starting off with 2 founding members with diverse differences but unique skillset, 1 from FMCG and another IT from Oil and Gas we saw an opportunity in the Telecommunication  sector 17 years  ago and have continued to be deeply rooted in this ever growing sector  and introducing our own innovations in this field.
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