MESON LOGISTICS SOLUTIONS SDN. BHD.

In this role, you'll be agents for the 24x7 Call Center focused on Issue Registration and Vendor Forwarding (pre-L1 resolution) and eventually into L1/L2 support.
Key Responsibilities:
<ul>
<li>24/7 Hotline Availability and Call Intake:</li>
<li>Maintain 100% adherence to the shift schedule to ensure 24/7 coverage.</li>
<li>Answer incoming calls promptly, achieving an Average Speed of Answer (ASA) of &lt; 15 seconds</li>
<li>Perform a professional Greeting &amp; Verification of the caller's identity and authority.</li>
<li>Accurate Issue Documentation (Issue Registration and Triage):</li>
<li>Capture the core details of the issue using the 4 W's + 1H and focus on symptoms.</li>
<li>The 4 W’s + 1H:</li>
</ul>
What system/service is affected?
When did this start?
Who (is the caller, which is captured in the Greeting &amp; Verification step) – during the call.
How (focus on symptoms).
Where (is the issue occurring, which may be covered by the What and the caller's internal business unit).
<ul>
<li>Determine the correct Priority Classification (P1-P4) (refer Appendix – SOP2) based on the issue's impact, ensuring the severity and urgency are confirmed with the caller to determine the correct priority.</li>
<li>Immediately log all captured data into the internal Ticketing System to create the initial ticket.</li>
<li>Achieving an average SLA of 95%+ on issue logging forms.</li>
</ul>
&nbsp;&nbsp;
<ul>
<li>Flawless Vendor Forwarding and Escalation:</li>
<li>Based on the issue type and Priority Classification, assign the ticket to the correct internal Vendor Queue.</li>
<li>For Critical (P1) and High (P2) issues, immediately follow the defined notification protocol: Phone call to the Vendor On-Call Line, followed by email, or an Immediate Email Alert.</li>
<li>Ensure the vendor notification includes the original caller's contact details and the ticket number for direct follow-up.</li>
<li>Set the caller's expectation regarding Next Steps &amp; ETA before forwarding the issue.</li>
<li>Achieve a Forwarding Success Rate of 100% (accurately logged and forwarded to the correct vendor).</li>
<li>Perform internal escalation to the Supervisor if the vendor does not acknowledge S1/S2 alerts within the defined timeframe (e.g., 15 minutes).</li>
<li>Ticket Management and Closure:</li>
<li>Update the ticket status to “Forwarded to Vendor - Awaiting ACK”.</li>
<li>Participate in the Vendor Confirmation Loop process to log vendor acknowledgement for forwarded issues.</li>
<li>Assist the Supervisor in the documentation and refinement of Standard Operating Procedures (SOPs) and the Knowledge Base (KB) during low-volume time.</li>
</ul>

This job is a Call Center Agent in a 24/7 environment. You might like this job because you help people solve issues quickly, log details accurately, and ensure they get the right support. Great for multitaskers who love communication!

Customer Service

Customer Support

Logistics

Information Systems

Hotline Calls

Information Technology

In this role, you'll be agents for the 24x7 Call Center focused on Issue Registration and Vendor Forwarding (pre-L1 resolution) and eventually into L1/L2 support.
Key Responsibilities:



-24/7 Hotline Availability and Call Intake:


-Maintain 100% adherence to the shift schedule to ensure 24/7 coverage.


-Answer incoming calls promptly, achieving an Average Speed of Answer (ASA) of &lt; 15 seconds


-Perform a professional Greeting and Verification of the caller's identity and autho...

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MESON LOGISTICS SOLUTIONS SDN. BHD.