Assistant Manager-Customer Care & Helpdesk Support

RICOH (Malaysia) Sdn Bhd
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RM 4500 - RM 5800

Glenmarie, Shah Alam

Full-Time

Job Description

  • Manage and lead a group of team members that consists of Customer Care Specialists & Helpdesk consultants for Australia country to meet the required performance and KPIs.
  • Manage and assure the high standard on customer journey of experience excellence for the Oceania region countries. 
  • Optimize the workforce efficiency & customer experiences satisfaction.
  • Identify to solve customer reported service technical problems & issues with the shortest total resolution time. 
  • Troubleshoot / provide on phone helpdesk support or electronically to resolve customer's hardware / software application issues to reduce the field service visit.
  • Ensure the achievement on both First Contact Resolution (FCR) and Call Avoidance Helpdesk On-Phone Support Resolution. 
  • Provide technical assistance & determine the best solution to address customer's question and problems.
  • Walk the customers through the helpdesk problem-solving process/procedure.
  • Support the helpdesk Consultant team in achieving its Call Avoidance, Customer Satisfaction index and any other KPIs as required by operations.
  • Periodically conduct training including ITS / Solution / Hardware / Software to strengthen the Customer Care Specialists & Helpdesk team’s knowledge, skills and competency level.
  • Conduct regular team meeting to ensure two-way communication is maintained between the team members and management. 
  • Highly attentive to customer complaints and handle escalations through to resolution.
  • Identify areas for service improvement and make recommendation to the management team.
  • Manage the Helpdesk's operational level agreement (OLA) achievement, ensure the incidents are being handled or resolved or escalated to next level support group effectively and efficiently within OLA requirement. 
  • Responsible in liaising with relevant department on matters related to the customer’s service complaints.
  • Advise and inform the Management of all incidents, problems, irregularities that occur in the job environment or situations related to the job. 
  • Commit and discharge duties in compliance with the ISO 9001 and ISO 140001 requirements and standards.

Job Requirements

  • Degree in Computing, Computer Engineering, Information Technology or other related fields.
  • Minimum Three (3) years relevant working experiences in managing a team of Customer Care or Helpdesk Consultants. Preferably Helpdesk / Service Desk in Technical support or equivalent. 
  • Experience on European & Regional approach will be added advantage.
  • Proficiency in both written and spoken English. 
  • Possess initiatives, able to work independently. 
  • Computer literacy and well versed in MS Office. 
  • Good analytical and problem-solving skills. 
  • Excellent communication skills and customer oriented personal traits. 
  • Dynamic, highly motivated and result-oriented team player with good interpersonal skills.

Additional Info

Experience Level

4 - 7 Years of Experience

Job Specialisation

Customer Service


Company Profile

RICOH (Malaysia) Sdn Bhd-logo-image

RICOH (Malaysia) Sdn Bhd

Ricoh began marketing Ricoh brand PPCs (Plain Paper Copiers) in 1981 in both the North American and European markets. As a key player in the global office computerization and networking boom, in just two decades, Ricoh has become a leader in digital office solutions. Now with 81,184 employees and offices in around 200 countries, the Ricoh Group has built one of the industry's most extensive sales and support network.
Our powerful global network serves the needs of a diversified customer base. With a turnover of over US$15billion, we are a leading Global 500 Company. As part of the Ricoh family, Ricoh (Malaysia) Sdn Bhd, formerly known as Inchcape NRG (Malaysia) Sdn Bhd, distributes an established range of Ricoh products. In line with our expansion program, we are looking for dynamic individuals to become part of our exciting and growing team of professionals.
In Year 2017, Ricoh Malaysia has been presented Silver Award for Employer of Choice 2017 by MIHRM.
This is a testimonial and recognition of all Ricoh employees of our persistent dedication and commitment towards achieving the Company's goal as one TEAM.

Assistant Manager-Customer Care & Helpdesk Support

RICOH (Malaysia) Sdn Bhd

RM 4500 - RM 5800

Glenmarie, Shah Alam

Full-Time

This job is no longer available