Customer Operations Executive

Tech Mahindra ICT Services (Malaysia) Sdn Bhd

Based: Malaysia(Selangor)

Posted on 8 Jun 2018

Job Description

Job Description:

Role: Specialist – Customer Operations Services


As a specialist for Customer Operations Support, you would be required to handle a multitude of Business to Business support activities and be first point of contact for any customer support issues covering key areas like billing queries, changes to stand-in parameters, research requests, information on various Extranet products, retrieval requests for clearing prints, authorization logs and various other reporting requests.

  • Attending customer queries via calls and emails and providing them resolution.
  • Responsible for creating service requests and resolving them within the SLA’s.
  • Owning the tickets to closure.
  • Ensuring each and every query is resolved with customer delight.
  • Making outbound calls to help the customer resolving their concerns effectively.
  • Responsible for effectively communicating updates, delays, and progress to customers
  • Interacting and escalating issues with different teams to get the resolution for the customer on priority basis.
  • Attending sessions and trainings for updated knowledge and new products and tools.
  • Expand knowledge base and adapt conversion processes and procedures for new alternate access technology.

Knowledge, Skills & Abilities:
  • Knowledge in Credit Card Fraud / Chargeback / Clearing / Settlement preferred.
  • Good understanding of Credit Card process flow.
  • Understanding / Knowledge of Authorization, Clearing & Settlement.
  • Willing to work in Night shifts
  • Ability to work independently.
  • Problem solving skills; resourceful and effective decision making.
  • Strong verbal and written communication skills.
  • Strong organizational skills and detail oriented.
  • Proven ability to work effectively with customers.
  • Ability to multiple task affectively.
  • Ability to meet deadlines efficiently with a dynamic, fast paced and demanding environment.
  • Strong customer support skills.
  • Intermediate level or better computer skills.
  • Experience with MS Office products, esp. MS Excel, MS Outlook.
  • Shows flexibility/ownership & works under pressure situation

Company Details

Tech Mahindra ICT Services (Malaysia) Sdn Bhd

Malaysia Global Solution Center, Lot 12122, Persiaran APEC,

63000 Selangor


Tech Mahindra is one of the TOP 5 IT companies in India. Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions that enable Enterprises, Associates and the Society to Riseā?¢. We are a USD 3.4 billion company with 100,000+ professionals across 51 countries, providing services to 649 global customers with a diverse workforce that connects, collaborates and celebrates together.

TechM is part of the USD 16.5 billion Mahindra Group that employs more than 200,000 people in over 100 countries. The Group operates in the key industries that drive economic growth, enjoying a leadership position in tractors, utility vehicles, after-market, and information technology and vacation ownership.

TechM Global Solution Centre in Kuala Lumpur is an impressive campus in 15 acre with 1100+ FTE capacity, dedicated training facility with 450 seats and with internal car parking. TechM has around 600+ associates in KL as this is one of the strategic development center for servicing customers in APAC.