Technical Support Executive (L1 Support) - Mandarin Speaker
Arvion Services
Date: 3 weeks ago
City: Petaling Jaya
Contract type: Full time

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:
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.
- 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.
- 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.
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