Support Consultant - PMS

Shiji GroupKuala Lumpur, Kuala Lumpur, Malaysia

30+ hari lalu

Penerangan pekerjaan

Company Description

Shiji Group provides software solutions and services for the hospitality, food service, retail, and entertainment industries. Our offerings include hotel management solutions, food and beverage systems, retail systems, payment gateways, data management, online distribution, and more. Founded in 1998 as a network solutions provider for hotels, we later transitioned into a software provider for the broader consumer market. Today, Shiji Group has over 5,000 employees across 80+ subsidiaries and brands, serving more than 91,000 hotels, 200,000 restaurants, and 600,000 retail outlets. We are committed to connecting the global hospitality business by providing integrated technological solutions that help hotel, retail, food, and entertainment companies connect better with their guests.

Job Description

We are seeking a Support Consultant to deliver efficient and effective functional support to users. As the first point of contact for customers, the specialist will manage calls by logging, identifying, categorizing, and prioritizing issues, diagnosing problems, and actively resolving customer requests. They will escalate incidents appropriately to maintain service level agreements (SLA).

Responsibilities

Provide first-level contact and convey resolutions to customer issues
Properly escalate unresolved queries to the next support level
Track, route, and redirect problems to the correct resources
Update customer data and generate activity reports
Guide customers through problem-solving processes
Follow up with customers, provide feedback, and ensure problems are resolved
Utilize excellent customer service skills to exceed customer expectations
Ensure proper recording, documentation, and closure of issues
Recommend procedural modifications or improvements
Maintain and enhance knowledge of operational procedures, products, and services
This role requires working on a 24x7 roster basis

Qualifications

Minimum 2 years of work experience in hospitality or hospitality education

Strong analytical, organizational, communication, and interpersonal skills

Proficiency in Microsoft Word, Excel, and Outlook

Ability to adapt quickly to new technologies, products, and procedures

Ability to work effectively in a fast-paced, multi-task environment

Professional attitude, positive 'get it done' mindset, and strong work ethic

Fluent in English

ITIL Service Management knowledge is preferred

Critical Competencies

Relationship Building : Builds effective relationships through positive communication, motivating and influencing others, demonstrating honesty and trustworthiness, and proactively contributing to team objectives.

Personal Effectiveness : Achieves outstanding results through proactivity and commitment, focusing on positive outcomes that contribute to business success.

Technical Competence : Applies technical knowledge and experience, integrating functional skills and broad business understanding to meet and exceed job and customer expectations.

Communication : Delivers exceptional written and verbal communication, including training materials, presentations, and guidelines.

Applicable Competencies

Customer Focus : Exceeds customer expectations by understanding and addressing their needs and opinions.

Managing Complexity : Works effectively in complex, diverse, and changing environments, maintaining focus on key goals.

Innovation : Embraces creativity and openness to new ideas, innovating to improve practices, products, and technologies.

Problem Solving : Proactively identifies problems and determines the best solutions, involving necessary people and resources.

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Support Consultant • Kuala Lumpur, Kuala Lumpur, Malaysia