Permanent Vacancies in Zebra Technologies Malaysia Sdn Bhd

Customer Operation Specialist (OVS/Support Resources)

Overview
Under direct supervision receives communications from Zebra Technologies customers including Zebra Technologies Associates, end-users, reseller, partner or OEM and maintains accurate on-line record of all faxes, e-mails, voice messages, and phone calls received. Provides single point of to handle OVS/AVS customer and may co-ordinate problem resolution process with senior Support Center Specialists and other Zebra Technologies departments.

Responsibilities

• Responsible for inputting all undocumented communications (i.e. fax, written, e-mail, and voice messages) into the call management software system.
• Follow up of with onboaring PM in relation to portal/onboarding issue.
• Responsible to ensure end-to-end case closure for any open case from the customer.
• Evaluates calls received and determines customer entitlement and requirements then transfers caller/request to the proper Zebra Technologies associate, department, on-site CSR or queue as required.
• Reconciles the quantity of phone call/e-mails received from OVS/AVS customers on a daily basis.
• Verify address changes for customer Place Records previously created in the Call Tracking System and take appropriate action.
• Run and distribute daily reports as required.
• Provides input to Supervisor/Manager on any customer satisfaction issues.
• Stay informed of all policies, procedures, and service offerings that affect both our internal and external customers.
• Complete all assigned self-study and formal training.
• Promote a positive image of product, technical skills, and company commitment to provide quality service.
• Performs additional duties and responsibilities as assigned by your Supervisor/Manager.
• Required to work on a staggered roster/shift system to support 7x24x365.

Qualifications

• Associates Degree or Diploma is a Customer Services or related discipline with one-two years directly related experience.
• Must have excellent communications skills; oral, written, and listening and be able to interact effectively with customers over the telephone.
• PC proficiency and familiarity with various software packages is a requirement.
• Must have One to two years Support Center/Help Desk experience in a direct customer support role.

Language Skills:

• The successful applicant must be fluent in English & Chinese (Written and Verbal).

Just note that this is a permanent position however candidate should have good communication skills and hold relevant IT degrees for the technical and NOC position.

Interested candidates please email resume to Joel John at JTRM83@zebra.com

www.zebra.com