Senior Customer Support Analyst (Accounting) - Straits Quay, Penang

The Customer Support team has a very clear purpose – to deliver world-class customer service to every single one of our customers, using MONITOR. We play a critical role in listening to customers and treat every query as an opportunity to deliver meaningful experiences to enable Monitor to improve and make our users smile.

When you become part of the Customer Support team, you become part of the personal connection and the first point of contact for any of our users who have questions, problems, feedback, and compliments. Working in our Customer Support team, you will surround yourself with skilled and insightful people and rapidly growing product, all in a global environment.

Responsibilities:

  • Provide an excellent customer service experience by addressing inquiries over email and phone calls
  • Log, investigate, and resolve MONITOR ERP System’s Accounting module related cases within the company SLA’s standard
  • Communicate MONITOR’s Accounting module related knowledge with our customers and educate them about the best practices to help them obtain the most value from using MONITOR
  • Proactively identifying opportunities for MONITOR solutions that benefit customer needs
  • Bring a critical eye to each support interaction, always looking for efficiency and customer experience improvements

Qualification and competencies:

  • At least 5 years of experience working in a Customer Support role
  • BA Degree in accounting or equivalent
  • Demonstrable experience in the manufacturing industries; proficiency in full set of accounts to financial reporting
  • Familiar with RMCD’s Tax Regulation, e.g. SST
  • Basic knowledge in performing accounting tasks in ERP system
  • Knowledge in Manufacturing Operations and Supply Chain Management would be added advantage
  • Excellent written and verbal communication skills in English, Bahasa Malaysia, and Mandarin are a MUST (for regional support, including China), including actively listening to customers’ concerns with empathy and patience, and asking meaningful probing questions
  • Growth-oriented: You understand that an open feedback culture is there to help you grow. You're adaptable, learning and applying system knowledge quickly, working within defined policies and procedures, and using standardized tools and technology to perform job functions
  • A cheerful disposition at work, enjoy working with people, and have genuine passion for making customers feel happy and understood

Miki Tan, HR & Admin Manager
Email: [email protected]
Phone: +60 4371 7816