Responsibility:

• Directs and/or manages all activities associated with Call Center operations, including developing and
implementing policies and procedures on systems.
• Establishes and implements performance and service standards.
• Develops and implements process and/or operational improvements to enhance efficiency and
effectiveness of operations.
• Ensures productivity meets or exceeds service and quality standards.
• Develops departmental budget and controls costs. All other duties as assigned.

• Utilize “P.A.I.R.” concept: Probe, Analyze, Isolate and Resolve, as a roadmap for troubleshooting the
problem, driving the call to resolution.

• Diagnose and provide a path to resolving inquiries related to all aspects of the appropriate Program.
This includes hardware, software, networking, and interactions with the host computer and
applications.

Required Skills and Experience:

• Ability to navigate common user interface elements including opening and closing windows,
navigation of the file structures through volumes and folders, launch and quit applications, select
portions of text or other items using the mouse, copy/cut and paste text, save and print documents
• Ability to change system settings via control panels or system preferences
• Ability to install and remove applications
• Experience troubleshooting common system problems, including problems with externally connected
devices such as printers, external drives, or portable media players
• Has experience troubleshooting technical problems with personal computers, peripheral equipment,
software applications, networks and other devices
• Knowledge of different media types used on computers and/or portable media players
• Experience with Mac OS X or Windows, web browsing, Email, various software applications, and
common files
• Practical experience with printers, PDAS, MP3s, Tablets external hard drives and input devices as well
as their peripheral connection types: USB, Fire wire, and Bluetooth
• Ability to identify and describe the function of major hardware components found in any personal
computer
• Basic understanding of data storage, file systems, and optical media
• Knowledge of network hardware: cables, routers, and modems
• Experience with digital content management such as photos, movies, and music

• Ability to isolate user specific files and content as they relate to the functionality of the computer's
applications.
• Very good communication in English
• Ability to work on shift rotation .
• Office Location: Bangsar South City, Kuala Lumpur
:: Candidate must possess at least a Primary/Secondary School/SPM/"O" Level, Higher
Secondary/STPM/"A" Level/Pre-U, :: Professional Certificate, any field.
:: Required skill(s): Call Center, Customer Care.
:: Required language(s): English and Bahasa Melayu

:: At least 3 year(s) of working experience in the related field is required for this position.
:: Preferably Senior Executives specializing in Customer Service or equivalent.

:: Must have experiences in Supervisory role for at least 2 years

:: Full-Time position(s) available.