1 year contract About Setel: The Future of Mobility Introduced in July 2018, Setel is a mobile platform that aims to delight customers by innovating for better, inclusive mobility. Setel serves customers across Malaysia by powering one app as the constant companion to ease motorists' journey across fueling, parking, EV charging, motor insurance, road tax, auto assistance, general purchases, and more across an ecosystem of PETRONAS petrol stations, retail partners, and online merchants. Role Purpose: A professional approach in answering inbound emails and chats and as well as providing information about products and services, taking input of issues and their redressal thereof. Maintaining records of transactions and interactions. Keeping tickets with up-to-date info with correct contact reasons and severity Appropriate and timely follow-ups wherever required. Escalate unresolved queries to respective departments for accurate redressal Monitor overall performance using monitoring tools. Escalate and take ownership to communicate between vendors, clients and internal teams. Possess flexibility to work on a 24/7 monthly or bi-weekly rotational shift basis. Rotation of shifts based on the following time frame: 7AM - 4PM 2PM - 11PM 10PM - 7AM In This Role You Will Be: Respond to requesters (dealers' or vendors') queries in a timely and accurate way through chats and email via Zendesk. Professionally address incoming questions, complaints and requests from merchants in an efficient and accurate manner through outbound/inbound calls whenever necessary. Thoroughly gather information in order to understand and fulfill merchant's needs. Log incidents and service requests and maintain relevant records. Analyze and report product malfunctions (for example, by testing different scenarios from user point-of-view). Monitor system health to ensure product reliability is in place. Evaluate, gather information and take ownership to resolve issues based on KB and SOP. Escalating issues as needed and maintaining communication with the merchant and Technical teams through resolution and assuring SLA's are being met. Provide support in training new joiners through a buddy training approach. Effectively report feedback in regards to merchants concerns or service failures and highlight any repetitive issues that have inefficient process and workarounds to relevant parties or higher management. Assist with any related tasks, projects, and other assigned duties as and when deemed necessary. Ensure adherence to the compliance of company policies, industry regulations and legal requirements. You're A Great Fit If You Have: Diploma in Business, Information Technology or related field with at least 1 year of applicable helpdesk experience. Work experience in related industry. Having excellent writing and spoken skills in English and Bahasa Melayu. Experience in the Zendesk system would be an added advantage. Self-starter, with well-developed and proven judgment and problem-solving skills. Ability to multitask. Work well under minimal supervision and independently. Being able to work on shifts and weekends as assigned. Work well as a team to grow and provide constructive feedbacks for improvement. Ability to handle sensitive information with confidentiality. Excellent communication and interpersonal skills. What Makes Working With Us Awesome Our people and culture- You will get to work with awesome and friendly colleagues with whom you can expect to collaborate well to deliver your work. Empowerment is given and you will get a lot of opportunities for peer learning. Availability of tools and applications: You will be provided with different tools to facilitate your work. Automate your work whenever possible so that you can focus on delivering impact for your role. Development-focused- Your learning and growth matter most to us. We are people-centric and always ready to help our people to define what they want to make an impact on and craft their learning plan accordingly. Cool Perks/Benefits Hybrid working arrangement; Flexible working hours Relax and unwind in the leisure area with video games, board games, books, and more. Wear your favourite jeans, or any cool OOTD so that you can work comfortably (in style). Coffee, tea, or snacks are available for consumption at the pantry. Because you'll be happier with a full tummy. A healthy body leads to a brilliant mind. Let's get moving with the inter-company sports team. There will be workshops, talent shows, sports activities, and other events for sharing and bonding. Personal Data Protection Setel Ventures Sdn Bhd ('Setel', 'we', 'our' 'us') is committed to protecting and respecting your privacy. This Setel privacy statement ('Privacy Statement') explains what personal data we collect about you, when and why we collect it, how we use it, the conditions under which we may disclose it to others, your rights to your personal data, and how we keep it secure. This Privacy Statement covers both our online and offline collection activities, including personal data that we collect through online platforms such as websites, applications, third-party social networks or our online and physical events, or through other third parties that we work with. Please read this Privacy Statement carefully to understand our views and practices regarding your personal data.