Job TItle - Right office Agent   /  Customer Service Agent

Location - KL

DOJ - Aug / Sep.

Working on Malaysia PH

 rotate for Saturday working

perform OT during peak on weekdays and weekends

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

Following end-market regional time zone.

 

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

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.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.

•    Focus on resolving customer issues,Solve the right problem for the requestor by looking beyond the stated request to the actual needs, distinguishing Important information,follow policies strictly.

•    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 accountability;drive resolutions while minimizing requestor effort;seek guidance and team with agents across the globe to solve problems

•    Collaborate  cross-functional teams, and vendor representatives,support of successful customer outcomes

•    Identify issues, carry out (RCA) Root Cause Analysis, and implement process fixes.

•    Share tacit knowledge gained through customer interactions via the KM contribution approach so that the entire team can leverage the knowledge

•    Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas.

Skills:

•   communication skills, including rapport building, use of customer-centric; demonstrating appropriate urgency; listening skills, questioning, driving understanding and clarification of customers’ needs

•   business English comprehension and communication skills,ability to conduct professional phone conversations in business English

•    Proficiency level in written English for business communication

•    Transactional skills

•   verbal and written business communication skills in any other contracted language.

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

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

•    Flexible and adaptable.

•    process complex transactions

•    Self-motivated.

•   Engage and facilitate activities of others.

•   time management skills,Multi tasking.

•    Experience with case management systems, email, chat, and Windows-based applications;effectively navigate multiple systems at once to accomplish a task

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