Field Support Executive

New U Life Malaysia SDN. BHD (1359366-U)

New U Life Malaysia SDN. BHD (1359366-U)

We are looking for a dynamic, energetic leader with outstanding customer care skills. The Field Support Services Executive will manage a team whose primary responsibility will be to effectively respond to incoming request requesting product/services information, seeking support in the use of our platforms, and resolving common issues in account management and administration.

Duties and Responsibilities:

• Motivate Phone, chat, and email support team members.

• Supervise and manage day-to-day operations.

• Develop strategy with other team leads on how customers interact with Field Support Services within our support channels, including when and how support is offered and available.

• Handle escalated customers and issues, and Support agents through difficult calls or issues with a follow up coaching.

• Assist the leadership team in identifying trends and establishing Field Support services goals

• Act as the Support channel of the customer and voice across the organization

• Drive education through assisting customers and evaluate if the platform’s is a good fit for their business.

• Assist with training and team huddles as needed.

• Reports to Manager.

• Assist Management with department projects and reporting.

• Maintain Knowledge Base and work with international.
Ad-hoc projects as required
• Experienced in customer service leading an inbound/outbound call centre team and walk-ins

• Excellent verbal and written communication skills required

• Customer-first orientation and ability to adapt/respond to different types of characters

• Strong problem solving and diplomacy skills

• Excellent computer skills with proficiency in MS Office

• Well-verse in English and Mandarin

More About You:

• Embrace challenges and setbacks

• Ability to create an environment of innovation and continual improvement together with self-help/self-service team
Able to start in short notice
Additional Information

Senior Executive


Bachelor's Degree, Post Graduate Diploma, Professional Degree
, Selangor, Malaysia, 10, MY