Total 5 Customer Service.html job vacancies in Wilayah Persekutuan KL

Who are we?

Customer Onboarding

• Utilizes onboarding templates and checklists and uses judgment within a moderate scope to make modifications to the standard during onboarding based on customers needs and project scope 

Uses the 3 Phase Methodology for onboarding:        

• Phase 1 - Conducts pre-onboarding for key customers

• Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers

• Phase 3 - Continuous Follow-up:  Within a moderate scope, follows up with key customers

All Phases: 

• Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with developed skills in a way that allows the CSM to influence the customer and others.

• Able to communicate with customers what other teams at Equinix do and how customers should utilize them

                                                                                                                                                   
General:

• Collects in depth information about the customer, so that the experience is personalized

• Proficient in Equinix's processes, policies and escalation paths

• Post onboarding, follows up on actions and tasks and understands how these tasks connect to customer's goals

• Able to articulate trends for this customer               

• Able to utilize moderate inquiry (questioning) skills with the customer in order to better understand their business. 

• Able to use prior information to inquire more deeply about the customer

Adoption and Customer Success Management

• Develop, maintain and track progress of a Customer Success Plan within a moderate scope

• Drive product and process adoption by understanding customer usage trends of key customers

• Able to articulate a moderate understanding of Equinix's products (current and future) and provide customer education. 

• Collect customer feedback, providing it to relevant teams to improve the customer experience

• Proactively identifies feedback trends across customers and drives process improvements for key accounts

• Proactively review product utilization and propose potential solutions for key customers

General:

• For key customers only, partners with account team for presale discussion to facilitate account growth and gain insight and understanding of the customer

• Acts as a customer advocate 

• Ensure smooth and clear handoff to/from internal teams

• Proactively reaches out to customers to touch base (i.e. heath check) on key customers

• Accumulate, utilize and distribute methods of best practices, May develop and implement new methods of best practices

• Participate in key customer projects, may lead cross functional teams for key customer projects, within a moderate scope

Issue and Escalation Management

• Assess issue/escalation to validate, prioritize and progress accordingly

• Manage, document and raise visibility of critical escalations as appropriate

• Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and  when resolving issues and communicating externally with support from management

• Identifies process improvement opportunities or plans while leveraging what is already in place

• Participate in and/or collects issue post mortem/root cause analysis, to communicate resolution and any improvement plans when required

General:

• Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates to GEM and functional teams as agreed

• Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer within a moderate scope

• Provides globally consistent communication

Account Management & Retention

• Involved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a moderate scope

• Flags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn

• Manages delivery of regular Operational Survey Review for selected accounts, within a moderate scope

• Supports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRs

General:

• Drives high customer satisfaction

• Able to support moderate customer projects independently and more complex projects under supervision

Qualifications

• 3+ years experience preferred

• Bachelor's degree preferred

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

Customer Marketing Internship

At Pos Malaysia, we are passionate about building trust to connect lives and businesses for a better tomorrow. As we transform this incredible 200-year-old business we are looking for highly motivated, engaged, passionate and driven individuals to join our team- someone who is up for the transformation challenge and excited by the significant opportunity it represents.

This internship is the perfect opportunity to gain hands-on experience in all aspects of marketing development and execution, from brainstorming concept ideas to analyzing results and optimizing strategies.

Key Responsibilities:

• Responsible for the seamless execution of all marketing and communication deliverables and/or activations upon finalisation of campaign key visuals, placements and plans for virtual or on-ground events (internal and external).
• To liaise with related internal & external stakeholders to deliver accurate executions within given timelines and budget.
• Assisting with reports and data collation to update the team with regards to campaign managements.
• Daily monitoring and updates of competitor communications or promotions, with monthly competitive review reporting.
• Brand guardian for Pos Malaysia Group and products, ensuring our Corporate Identity and Brand application is according to approved standards and requirements in all marketing related communication deliverables.
• Supporting and execute related commercial events either by Pos Malaysia or external events, trade shows and on ground activation especially that support the commercial/SALES team.
• Offer ideas and to source for new marketing opportunities, with the objective to help drive sales revenues while continuously building brand love, brand trust and loyalty for Pos Malaysia.

Requirements:

• Candidate that is pursuing Bachelor’s Degree in the relevant fields.
• Strong analytical and organizational skills.
• Excellent attention to detail.
• Effective communication and interpersonal skills.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to work independently and as part of a team.
• Eagerness to learn and adapt to a dynamic work environment.

This is a super exciting time to be joining Pos Malaysia. Your contribution will help us to write the next chapter in our history.

At Teleport, we’re on a mission to innovate in the traditional cargo and delivery industry. To enable everyone, from single merchants to the largest companies, to move goods and e-commerce anywhere in Southeast Asia. To simply work, like magic. Therefore it’s critical to ensure our content is relevant, engaging and attracts audiences ranging from major e-commerce players, individuals who want parcels delivered to industry players, and potential investors. We are looking for an intern who is enthusiastic and resilient.

ALLOWANCE: RM1000/monthly

A DAY IN A LIFE

As a start-up, you can expect your days to be pretty varied. Multitasking is normal, and sometimes, your skills or natural talents will be leveraged to support other business priorities. That said, the bulk of your working hours should involve you having to:

• Serve as primary support to day-to-day shipment related activities for both customer success team and customers
• Work hand-in-hand with customer success teams to retain new and existing customers with unparalleled customer experience
• Manage order uploading with accurate information and required documents for internal and external parties usage
• Provide timely notification and follow up on shipment status to internal and external parties
• Ability to work efficiently on spreadsheets to provide customer success team with administrative and data support

• Proficiency in G Suite (Gmail & Google Sheets) or Microsoft Office (Excel)
• Meticulous to data and administrative details in order to minimize errors.
• Adept multi-tasker with the ability to quickly prioritize and effectively delegate tasks
• Ability to manage multiple internal and external parties
• Shift work including nights and weekends depending on flight and customer’s schedule

We’ve got modern day solutions for all your modern day delivery woes.

In a world that’s constantly on the move, we know how important it is to keep things moving. We’re on a mission to enable everyone, from single merchants to the largest companies, to move goods and e-commerce anywhere in Asia Pacific and beyond.

Logistics should be easy, quick and seamless at great rates. And we believe this standard should be the norm, not the exception as we strive to be the best logistics company in Asia Pacific. Currently, we’ve made our presence felt in Malaysia, Thailand, Indonesia, Philippines, India, Singapore and China. Our deep integration with Airasia’s network and infrastructure puts us in a unique position to achieve what sounds impossible, and we need you to bring this to a reality. 

SALARY RANGE : MYR 2160 - MYR 3240

A DAY IN A LIFE

As a start up, you can expect your days to be pretty varied. Multitasking is normal, and sometimes, your skills or natural talents will be leveraged to support other business priorities. That said, the bulk of your working hours should involve you having to:

• Serve as primary support to day-to-day shipment related activities for both customer success team and customers
• Work hand-in-hand with customer success teams to retain new and existing customers with unparalleled customer experience
• Manage order uploading with accurate information and required documents for internal and external parties usage
• Provide timely notification and follow up on shipment status to internal and external parties
• Ability to work efficiently on spreadsheets to provide customer success team with administrative and data support

• Proficiency in G Suite (Gmail & Google Sheets) or Microsoft Office (Excel)
• Meticulous to data and administrative details in order to minimize errors.
• Adept multi-tasker with the ability to quickly prioritize and effectively delegate tasks
• Ability to manage multiple internal and external parties
• Shift work including nights and weekends depending on flight and customer’s schedule

Join us and be a Pos Malaysia Wira!

At Pos Malaysia, we are passionate about building trust to connect lives and businesses for a better tomorrow. As we transform this incredible 200 year old business we are looking for highly motivated, engaged, passionate and driven individuals to join our team – someone who is up for the transformation challenge and excited by the significant opportunity it represents.

Job Responsibilities:

Own It :

• Record transactions in respective system provided by Pos Malaysia

Build Trust :

• Engage with internal counterparts in solving issues

One Team :

• Working collaboratively with the team to solve customer issues within the timeline

Move Fast :

• Adapt, simplify and act quickly

Delight Customers :

• Provide solution and follow up until customer’s issue is resolved
• Manage customer interactions via multiple channel such as call, chat, email and social media

Job Requirements:

• Possess at least STPM/Diploma in any field or at least 3 years of working experience in contact center or customer service industry.
• Possess good communication and writing skills (English & Malay language).
• Proficient in using Microsoft Office product suite; MS Excel, MS PowerPoint and MS Word.
• Familiar with contact center environment is an advantage.
• Excellent interpersonal skills with the ability to develop and maintain effective relationships.
• Able to work on shift basis, over time and public holiday.
• Able to commute independently to Pos Malaysia designated work location.

Additional information:

• First year employment is based on 1 year contract basis.
• Subsequent year employment will be offered based on performance review.

This is a super exciting time to be joining Pos Malaysia. Your contributions will help us to write the next chapter in our history