Technical Support Executive (L1 Support) - Mandarin Speaker

We are looking for a Customer Support Executive to handle first-level support for corporate and consumer products. This role involves managing phone, email, and fax communications, assisting with inquiries, resolving issues, and ensuring high customer satisfaction.

Key Responsibilities:

• Inbound & Outbound Support: Handle calls, emails, and faxes for product inquiries, sales, promotions, and general customer support.
• Issue Resolution: Provide First Call Resolution (FCR) for simple issues, dispatch engineers for hardware issues, and escalate complex cases to relevant departments.
• Product Assistance: Address queries about printers, scanners, cameras, projectors, consumables (paper, toner, etc.), e Shop orders, warranty registration, and service repair status.
• Sales Support: Process consumable orders, assist with product sales leads, and direct inquiries to the correct sales team.
• Administrative Tasks: Maintain accurate CRM records, respond to service mailbox inquiries, and support general administrative duties.
• Customer Experience: Ensure timely follow-ups, escalate issues when needed, and meet SLAs to maintain high levels of customer satisfaction.

Qualifications:

• 1-2 years of customer service experience (preferably in a call center or tech support).
• Fresh Graduates are encouraged to apply
• Excellent verbal and written communication skills.
• Strong multitasking abilities and attention to detail.
• Proficiency with CRM systems and Microsoft Office.
• Customer-centric with a positive, solution-oriented mindset.
• Knowledge of hardware/software troubleshooting is a plus.

What We Offer:

• 5 working days in a week
• EPF & SOCSO
• Sick leave
• Annual leave
• Quarterly staff recognition and appreciation
• Stage: Customer Service Executive > Senior Customer Service Executive > Team Leader >Senior Team Leader > Assistant Manager > Manager > Senior Manager
• IJP Internal job program. Opportunity to transfer to the candidate's favorite departments (Eg. Finance, Human Resource and etc.), to accept different challenges within the company after 1 year.