Job TItle - Right office Agent   /  Customer Service Agent

Location - KL

DOJ - Aug / Sep.

Requirement on top of the Q&A below:

Working on Malaysia PH

Able to rotate for Saturday working

Able to perform OT during peak on weekdays and weekends

Able to attend 100% WFO during the 1st 6~12 months transition period

Following end-market regional time zone. Please refers below.

 

Working hours and day for both role - following customer’s market

Japanese – 7.30 am to 4.30pm

Korean – 8 am to 5pm

Mandarin - (CN/TW/HK) – 9 am to 6pm

 

What are the countries they are supporting?

Japanese – Japan

Korean –South Korea

Mandarin – China, Taiwan, Hong Kong

 

PH-holidays following Customer’s holidays arrangement and shifts.

 

High-Level Role Description

The Global Delivery Center (GDC) Agent provides exceptional customer support, partners, and internal requestors.   This role will deliver high-value experiences through simplified, successful interactions using all contact channels.The person is expected to be knowledgeable across entire portfolio of Hardware, Software, and Services and responsible for making the complex accessible and ensure positive interaction.

Agent will solve complex interactions and offer proactive and even predictive support where self-service and automation are not feasible or desired.  They will make decisions based on analytical insights, have a bias to move fast and be structured to implement operational changes quickly and efficiently.

Using exceptional customer service skills along with strong execution skills and a depth of knowledge of CLO service offerings across Hardware, Software, and Services, the agent will be fully accountable for successful customer resolutions. The Agent will engage with requestors in situations requiring high levels of interaction and transaction, with increased business complexity and escalated cases.  The agent will use inquiry-based questioning skills and create linkages across the service catalog.

Specific responsibilities:

•    Engage customers.

•    Identify issues, carry out (RCA) Root Cause Analysis, troubleshoot and translate Customer needs and requests into  work required.

•    Focus on resolving customer issues, not closing cases; Solve the right problem for the requestor by looking beyond the stated request to the actual needs, distinguishing between relevant & irrelevant information; adhere to business and compliance rules and professionally say no to submissions that violate those policies

•    Utilize a proactive approach as indicated in the  model, looking beyond the case to broader customer account activity and support needs

•    Focus on Business Outcomes and Customer Experience impacting metrics; maintain level of performance as measured via agent certification standards

•    Maintain ownership and accountability of requests;

•    Collaborate with cross-functional partners,and vendor representatives, along with other resources, in support of successful customer outcomes

•    Identify issues, carry out Root Cause Analysis on cases that don’t meet expectations, and implement process fixes.

•    Share tacit knowledge gained through customer interactions via the KM contribution approach.

•    Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with staff

Domains:    

•    Internal/Cross Functional teams and vendors

•    Partners

•    Distributors

Skillset :

•   communication & listening skills.

•    business English comprehension and communication skills.

•    Proficiency level in written English for business communication

•    Transactional skills

•    verbal and written business communication skills in any other contracted language, where applicable

•    Ability to handle difficult situations,show empathy;enforce business rules .

•    Easily applies problem-solving, critical thinking, analysis skills, and troubleshooting

•    Flexible and adaptable; implement changes quickly and effectively

•    Detail-oriented with the ability to process complex transactions

•    Self-motivated and driven to succeed.

•    Ability to engage and facilitate activities of others.

•    Time management skills, ability to juggle multiple tasks while maintaining composure.

•    Intermediate MS Office skills, Intermediate to Advanced MS Excel skills, including V-lookup, Pivot tables, and formulas