Dagang NeXchange Berhad (“DNeX”) is a global technology company operating in three business divisions, namely Technology, Energy, and Information Technology (“IT”). In Technology, the company is a leading semiconductor foundry, while in Energy, the company is making its mark in upstream exploration and production as well as equipment supply and maintenance. In IT, the company is a leading provider of award-winning eServices for Trade Facilitation and has a wealth of knowledge, expertise and operational know-how in the provisioning of eServices for Trade Facilitation, Technology Consulting and Systems Integration, as well as Subsea Telecommunications. The company is listed on the Main Market of Bursa Malaysia. For more information on the company, log on to www.dnex.com.my.

Responsibilities:

Responsible for first line support via phones, emails and other touch points on customer queries and ensuring agreed client charter agreement is met
Open, track and close call tickets
To effectively deal with job stress due to volume of calls, angry callers and upset customers and at the same time, to apply the proper telephone etiquette to satisfy various customer situations
Investigate, troubleshoot and resolve reported problem that is within the employee’s capacity in a timely manner
Update the call log and inform users on call log status
Follow up on assigned call tickets and be responsible on call tickets that are still open
Ensure all logged calls and email response meets the set/agreed Key Performance Index (KPI)
Attend to all emails received and ensure most of the emails are provided with the first call resolution
Responsible for all day to day/monthly assignment (reports, compilation of customer issues etc) given by the Team Leader are completed within the time frame given
Adhere to operational processes, which comply with the core procedure
Display time flexibility towards work shift arrangement as per schedule
Perform all the above duties with the best level of courtesy, professionalism and efficiency to reflect the Company’s good image and to protect the Company’s business and public interest

Requirements:

Qualification: 1) Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Administration, Commerce or equivalent OR 2) Minimum a Diploma holder in any related discipline or equivalent *Those without a Diploma but has relevant working experience can be considered - must have credits in English and Mathematic
Required skill(s): Proficient in Microsoft Office, knowledge in troubleshooting. Knowledge in logistics would be an added advantage.
Key quality(s): Pleasant tone of voice, able to communicate clearly & effectively, good listening skills, displays patience & understanding when dealing with difficult customers, customer focus, courteous & polite at all times, highly motivated, team player, positive working attitude and stress tolerance
Required language(s): English and Bahasa Malaysia. Ability to converse in a third language is an added advantage
Desired experience/exposure: At least 2-3 years of working experience in the related field preferably with minimum 1 year customer service experience in Call Centre environment. Willing to work on shift arrangement

Note: This is for our subsidiary, Dagang Net Technologies Sdn Bhd.

Dagang Nexchange Berhad

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