1 year contract
About Setel:
The Future of Mobility
Introduced in July 2018, Setel is a mobile platform that aims to delight customers by innovating for better, inclusive mobility. Setel serves customers across Malaysia by powering one app as the constant companion to ease motorists’ journey across fuelling, parking, EV charging, motor insurance, road tax, auto assistance, general purchases, and more across an ecosystem of PETRONAS petrol stations, retail partners, and online merchants.
Role Purpose:
Primary focus on resolving customers technical issues or problems in a timely manner. These incidents could be perceived or actual deficiencies with Setel’s service/product or due to vendors/partners. Drive & control the service reliability & uptime, and the vendor escalations, complaints, engagements, communications by establishing mutually agreed processes and SLAs in order to have a high standard of efficiency, accuracy, compliance, fast recovery & resolutions time and & superior customer experience.
Additionally, provide 2nd level support helps customers solve more technical issues usually by further findings in more advance tools to gather relevant details in a timely manner. In contrast to the general first level support, a 2nd level support worker has to have real technical expertise in order to be able to help the customer, who is usually an absolute layman. Ultimate focus to obtain a
workaround to solve customer issues while waiting for a long term solution from the Level 3 support.
In this role you will:
- Attend to Level 2 support daily tickets related to the payment and app platform -
- Finding solutions or workaround from previous cases or working closely with Level 3 customer support
- Working the life-cycle of a help desk incident
- Collect the necessary information from the customer to escalate it to L3 if necessary
- Create and assign tickets to Level 1 customer support related to day-to-day operational tasks.
- Escalate to L3 including creating JIRA and follow up for resolution/recovery
- Issues & complaints management - Follow up and solve tickets within the agreed SLA. Provide analytical and technical troubleshooting support to internal stakeholders and vendors. Lead meetings and collaborate with Engineers and vendors to obtain incident’s crucial info such as progress updates, root cause and resolution
- Vendor management - Periodic performance monitoring on SLA performance for compliance. Craft and execute mutually agreed escalation processes and keep track of vendor rewards/penalties if relevant. Respond to vendor’s requests queries in a timely and accurate way.
- System reliability - Periodic service monitoring e.g. uptime/downtime, health monitoring, analyze trends, identify recurring issues and escalate to internally/vendor for issue resolution
- New payment feature deployment -
- Coordinate and collaborate with cross functional teams on new feature deployment.
- Proactively keep track of new product launches and work with the Service Desk team to ensure proper processes/documentations to mitigate operations risk and readiness for launch.
- Periodic reporting - Prepare weekly/monthly Operations OKR/metrics reports
- Process improvements - Craft and document technical processes, incident reports, guides and knowledge base. Continuous identify and implement process improvements to improve efficiency for customer journey and operational journey
- Proactively collaborate with the Product and Engineering team to build and implement solutions to improve support and operational efficiency. Keep track of sprint releases and fixes. Participate in sprint reviews and portfolio sync ups with product and engineering team
- Identify and analyze ticket trends and propose solution for further improvements
- Knowledge sharing with FTAs and provide support whenever needed
- Provide on site support if required
- Assist with any related tasks, projects, and other assigned duties as and when deemed necessary.
- Ensure adherence to the compliance of company policies, industry regulations and legal requirements.
You're a great fit if you have:
- Candidates must possess at least Bachelor's Degree in Information System or related fields.
- At least 3 years of relevant work experience in a customer service help desk environment
- Basic background in support software and hardware. Ability to lead technical conversations with internal and external stakeholders.
- Knowledge in any tech tools related to fintech would be added advantage
- Strong in project management
- Must have a strong attention to detail and excellent analytical capabilities.
- Multi-tasking (able to handle multiple communications from various channels (email, Whatsapp chats & Slack)
- Able to think logically and analytically in a problem-solving environment
- Excellent verbal and written English communication skills.
- Self-motivated and with a strong sense of accountability
- Experience in technical account management / field service operations or relevant field is a bonus
- Ability to work on odd hours or on standby during off day for adhoc tasks
- Ability to handle sensitive information with confidentiality.
- Excellent communication and interpersonal skills.
What Makes Working With Us Awesome
- Our people and culture- You will get to work with awesome and friendly colleagues to whom you can expect to collaborate well to deliver your work. Empowerment is given and you will get a lot of opportunities for peer-learning.
- Availability of tools and applications: You will be provided with different tools to facilitate your work. Automate your work whenever possible so that you can focus on delivering impact for your role.
- Development focused- Your learning and growth matters most for us. We are people centric and always ready to help our people to define what they want to make an impact on and craft their learning plan accordingly.
Cool Perks/Benefits
- Hybrid working arrangement; Flexible working hours
- Relax and unwind at the leisure area with video games, board games, books, and
- more.
- Wear your favourite jeans, or any cool OOTD so that you can work comfortably (in
- style).
- Coffee, tea, or snacks are available for consumption at the pantry. Because you’ll
- be happier with a full tummy.
- A healthy body leads to a brilliant mind. Let’s get moving with the inter-company
- sports team.
- There will be workshops, talent shows, sport activities, and other events for
- sharing and bonding.
Personal Data Protection
Setel Ventures Sdn Bhd (“Setel”, “we”, “our” “us”) is committed to protecting and respecting your privacy. This Setel privacy statement (“Privacy Statement”) explains what personal data we collect about you, when and why we collect it, how we use it, the conditions under which we may disclose it to others, your rights to your personal data, and how we keep it secure. This Privacy Statement covers both our online and offline collection activities, including personal data that we collect through online platforms such as websites, applications, third-party social networks or our online and physical events, or through other third parties that we work with. Please read this Privacy Statement carefully to understand our views and practices regarding your personal data.
#LI-JT1