Technical Support Executive (L1 Support) - Mandarin Speaker

Arvion Services


Date: 3 days 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:

  • 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.

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