Junior Support Manager/Support Executive
Full-time
Junior Executive
1 day ago
Tiramizoo Sdn Bhd is the Malaysian subsidiary of Tiramizoo GmbH; the leading TMS for urban logistics specializing in Software as a Service (SaaS). We place great emphasis on customer satisfaction and are looking for a dedicat...
Tiramizoo Sdn Bhd is the Malaysian subsidiary of Tiramizoo GmbH; the leading TMS for urban logistics specializing in Software as a Service (SaaS). We place great emphasis on customer satisfaction and are looking for a dedicated Junior Support Manager/ Support Executive to join our support team and help deliver world-class service to our customers.
Duties and Responsibilities:
Customer Support:
- Process incoming customer enquiries via ticket system, email, telephone and chat. Provide quick and friendly response to customer questions, complaints and concerns.
- Analyse customer problems and provide effective solutions in timely manner. If necessary, manage the escalation of complex problems to the relevant department.
- Maintain customer and partner data and interactions in the CRM system. Ensure accurate and complete documentation.
Sales Support
- Support sales colleague to conduct online or physical system demo.
- Support and manage the process of onboarding a new customer from platform creation, initial setup and training.
- Provide system expertise knowledge to sales colleagues.
Team Coordination
- Report and manage resolutions of system bugs or new feature requests.
- Liaise with the support team and product team in Germany to ensure service level agreements are met.
- Support in testing of new functions in the software prior to release to production.
- Assist in the training of new team members and further development of the team.
Process optimisation
- Identify opportunities to improve support processes.
- Produce reports on common issues and their solutions to take preventative action.
- Constantly update knowledge of the company's products and services. Participate in training courses and workshops.
Customer feedback
- Collect customer feedback and providing analyses to improve product and service quality.
Documentation
- Maintain support documentation and creating guides for frequently asked questions.
Qualifications:
- Completed training or studies in the field of Computer Science or Business IT
- Previous experience is Supply Chain or Logistics added advantage but not mandatory.
Other:
- Must possess own transport.
Perks & Benefits
- Casual dress code
- Personal leave
- Medical leave
- EPF/SOCSO/EIS
- Remote work flexibility
- Free parking
- Travelling claim
The Company:
We are fast-growing subsidiary of the German Tiramizoo GmbH. We expand our team in Southeast Asia and offer an unique opportunity to shape the future of urban logistics in a start-up like environment with the backing of an established mother company.
Whereas we have been operating in Malaysia since 2023, already in 2015 we started business in the Philippines and established a subsidiary in Singapore in 2019; in Germany we are the pioneer operating since 2011.
Lead. Innovate. Transform.
Are you ready to make a significant impact in the field of urban logistics? Join Tiramizoo Sdn Bhd as we expand our footprint in Malaysia and lead the change in doing logistics on the middle and last mile.
