HCM/HRMS Customer Support Executive (系统客服专员)

About the role

Join our team to support customers in getting the most out of their HRMS solutions. This role provides hands-on exposure to HR technology, customer problem-solving and service delivery, with opportunities to develop your expertise beyond day-to-day system support.

Key responsibilities

• Provide post-implementation support for HRMS customers.
• Handle customer enquiries and support tickets through the helpdesk system.
• Troubleshoot issues, identify root causes and provide appropriate solutions.
• Manage tickets according to SLA, priority and resolution timelines.
• Follow up with customers and ensure issues are resolved from start to finish.
• Coordinate with consultants, project teams and other internal teams on complex issues or change requests.
• Gather customer feedback and identify recurring issues or opportunities for system enhancement.

About you

• Minimum 2 years of HRMS/HCM system support experience.
• Strong troubleshooting and problem-solving skills.
• Able to manage multiple support requests and work effectively under pressure.
• Good customer communication and interpersonal skills.
• Proficient in Mandarin, English and Bahasa Malaysia, with the ability to communicate effectively with Mandarin-speaking customers.
• Proactive, responsible and detail-oriented.
• Willing to provide after-hours support when required.