Assistant Client Support Officer, Customer Service

• Provides technical administrative support service to the Managed Services Client Service Desk team
• Provides entry level technical administrative tasks as required by the team
• May be responsible for receiving, validating, and logging client requests, capturing the detail of the request
• Ensures the correct escalation procedure is followed on all critical calls and requests and assists with analyzing and interpreting the request to ensure the correct categorization and prioritization
• Works closely with colleagues to ensure the user is kept updated on the progress in relation to the resolution of the pending tickets / requests
• Ensures all relevant documents related to the tickets / requests are maintained, including the client’s information
• Communicates in a professional manner, provide updates and ensure clients are aware of the actions that are being undertaken on their behalf

• Fluency in Cantonese (to support Hong Kong-based clients)
• Willingness to work in a 24/7 shift structure based on a defined roster
• Strong English verbal and written communication skills
• Demonstrates ability and integrity to interact with a variety of stakeholders and ensure excellent client service
• Good attention to detail and client-focused mindset
• Ability to work independently and escalate issues appropriately
• Minimum qualification: high school certificate (SPM or equivalent)
• Fresh graduates are encouraged to apply
• open to consider any background (advantage for IT/ Computer Science/ Engineering courses but not mandatory)

Basic experience in customer service/ IT/call center environments is an advantage