About this job
Job category
IT
Job type
Full time
Location
Kuala Lumpur, Malaysia
Company size
Mature [ 50+ employess ]
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Job Description
This role involves administering core customer service tools and technologies, supporting stakeholders, translating business requirements into system configurations, and managing operational requests. The successful candidate will also identify operational weaknesses and help improve processes.
Responsibilities
- Administer core CS tools & technologies including Contact Center solutions, quality management solutions, workforce management solutions and learning management software (LMS)
- Support and communicate with stakeholders including IT/Business Partners as well as external/internal communities for opportunities and or alignment of solution strategy
- Understand and translate business requirements from stakeholders into system configurations
- Manage a queue of operational requests, prioritizing against evolving business priorities
- Coordinate system integration, upgrades, change requests, deployment, or production support issues to ensure business continuity
- Identify operational weaknesses and help improve or innovate new processes by leveraging existing or new tools
- Collaborate with operational teams and cross-functional partners to drive efficiency and cross-functional alignment as we build and scale
- Communicate with vendors for new solution deployment and existing system enhancement or upgrades
- Ensure all documentation, processes, and methodologies used, system development and implementation as per industries standards & methodologies
- Provide guidance in IT Process (e.g. Operating Model, Governance, System Development Life Cycle)
- Provide direction and/or guidance in relevant technologies and concepts (e.g. Azure, Cloud Tech, .NET, SAP/ABAP, etc.)
- Perform technical execution of solutions including requirements gathering, blueprinting, development and deployment
Requirements
- 3 to 5 years of experiences in system administration or business analysis, preferably in customer service technologies such as service desk, contact center, workforce management, quality management and learning management software
- Strong knowledge & experience in select business processes and in relevant technologies and concepts (e.g. SAP, xAAS, .NET)
- Fast learner and independent thinker
- Comfortable in a rapid changing environment and in a fast-paced environment
- Team player and customer-centric mindset
- Detail-oriented and understand the fundamentals of project management
- Thrive in situations where you can think critically, anticipate issues before they arise and proactively suggest big-picture solutions
- Support a culture of continuous improvement to continually raise the bar of execution
Benefits
- Competitive remuneration package (Basic Salary + Generous KPI bonus program + Annual Increment).
- Meal Allowance up to RM 500/month
- Monthly Team Building
- RM 2500 Benefits per annum (Training & Wellness)
- Yearly Bonus
- Hybrid work arrangements
- Convenient workplace (5 minutes walk from MRT TRX).
- Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
- Employee engagement, recognition and appreciation program.
- Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.
About this job
Job category
IT
Job type
Full time
Location
Kuala Lumpur, Malaysia
Company size
Mature [ 50+ employess ]
Apply now
Don't miss out on this opportunity. Apply now and take the first step toward success.
Resume Assistance
See how well your resume matches this job role with our AI-powered score. By uploading your resume, you agree to our Terms of Service