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

Whether is required to work on Malaysia PH?

Yes, holidays following Customer’s holidays arrangement and shifts.

High-Level Role Description

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

This 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, understand their needs and translate these needs to work required, and set proper expectations about delivery time

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

• 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 an acceptable level of performance as measured via agent certification standards

• Maintain ownership and accountability of requests; leverage support from Customer Service resources as appropriate to drive resolutions while minimizing requestor effort; understand when to seek guidance and team with agents across the globe to solve problems

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