Responsibilities:

• Answer suppliers’ enquiry related to the company services via phone and email.
• Ensure incidents are logged and updated in the helpdesk ticketing system
• Learn and achieve a good understanding of product features.
• Guide supplier and buyer on portal usage and process.
• Provide service provisioning and training for suppliers.
• To assist buyer and supplier enquiries on business/trading processes.
• Response to inbound and outbound calls in a professional manner and providing solutions and advice where appropriate.
• Troubleshoot and resolve suppliers’ issues within system accessibility.
• Ensuring service quality level are maintained and all issues is handled in a timely manner.
• Escalate clients' requests and complaints to appropriate specialists.
• Update clients about their request and feedback’s status accordingly.
• Gather client’s feedback, identify problem trend and report to supervisor for discussion or service enhancement.
• Perform other related duties on ad hoc basis.