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job details

summary

    job details

    about the company

    We are currently sourcing for Support Manager in Malaysia for our Hong Kong client in vendor environment who also partner with Salesforce and Genesys. This company has been established since 2008 in Malaysia with HQ in Hong Kong.

    • Reporting to: Head of CX
    • Company Size: 30
    • Regions covered: Malaysia
    • Be part of Digital Strategy and Innovation Team

    about the job

    • Leading, growing and mentoring an enthusiastic support team.
    • Implementing customer support processes to enhance customer satisfaction.
    • Manage and resolve escalations and issues raised.
    • Assessing support statistics for continual service improvement.
    • Developing strategies to optimum resource utilization.
    • Developing a progressive recruitment and identifying training needs to ensure high-
      quality substance and capabilities in the entire support team.
    • Identifying and developing leaders for future.
    • Drive team to achieve key performance indicator (KPI)
    • Align with Sales and Pre-sales personnel to support business needs.
    • Report to Group, Head of Support.

    skill/experience

    • University degree in Computer Science, IT or equivalent with at least 5 years working experience at managerial level with a team of 10 support staff.
    • Related experience in Contact Center/Call Center and CRM has an added advantage.
    • ITIL Service Management qualification is a plus.
    • Strong interpersonal skills and extremely resourceful.
    • Strong presentation and influencing skills required.

    To apply online, please click on the appropriate link. Alternatively, please send your resume to jonathan.s@randstad.com.my (with subject title: IT Support Manager/Professional Service Delivery)

    Jonathan Sia| Associate Director- Software and Emerging Technology

    about the company

    We are currently sourcing for Support Manager in Malaysia for our Hong Kong client in vendor environment who also partner with Salesforce and Genesys. This company has been established since 2008 in Malaysia with HQ in Hong Kong.

    • Reporting to: Head of CX
    • Company Size: 30
    • Regions covered: Malaysia
    • Be part of Digital Strategy and Innovation Team

    about the job

    • Leading, growing and mentoring an enthusiastic support team.
    • Implementing customer support processes to enhance customer satisfaction.
    • Manage and resolve escalations and issues raised.
    • Assessing support statistics for continual service improvement.
    • Developing strategies to optimum resource utilization.
    • Developing a progressive recruitment and identifying training needs to ensure high-
      quality substance and capabilities in the entire support team.
    • Identifying and developing leaders for future.
    • Drive team to achieve key performance indicator (KPI)
    • Align with Sales and Pre-sales personnel to support business needs.
    • Report to Group, Head of Support.

    skill/experience

    • University degree in Computer Science, IT or equivalent with at least 5 years working experience at managerial level with a team of 10 support staff.
    • Related experience in Contact Center/Call Center and CRM has an added advantage.
    • ITIL Service Management qualification is a plus.
    • Strong interpersonal skills and extremely resourceful.
    • Strong presentation and influencing skills required.

    To apply online, please click on the appropriate link. Alternatively, please send your resume to jonathan.s@randstad.com.my (with subject title: IT Support Manager/Professional Service Delivery)

    Jonathan Sia| Associate Director- Software and Emerging Technology