Key Duties & Responsibilities · Taking ownership of support customer and manufacturer enquiries. · Dealing with a wide variety of enquiries and requests from customers from call start to closure, escalating when necessary; such requests can be calls from telephone hotline, live chat and cases logged by customers via Customer Portal. · Understand customer needs and display sense of urgency as established by the customer · Qualify the problem with 5W2H methodology and document it on the support case with problem replication details. · Troubleshoot on the cases raised by customer, deliver timely resolution of customer issues and improve customer satisfaction. · Liaising with other teams to develop and to maintain high levels of customer services and effective resolution of customer enquiries. · Working with the Team Leaders to ensure daily activities are focused on achievement of departmental and customer objectives. · Able to work in flexible working hours - Occasionally shift work might be required (includes weekend and public holidays) based on team operation.

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