Global Delivery Center (GDC) Agent

Nezda is looking for Global Delivery Center (GDC) Agent.

Qualifications :

Diploma / Bachelors degree

Native Korean

Job Description :

Engage customers, understand their needs and translate this, and set proper expectations about delivery time.

Identify issues, carry out Root Cause Analysis (RCA), troubleshoot and translate customer needs and requests (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 true needs, distinguishing between relevant & irrelevant information.

Utilize a proactive approach as indicated in the companys model, looking beyond the case to wider 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.

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 (RCA) on cases that dont meet expectations, and implement process fixes (in conjunction with Process Owners) to prevent future occurrences.

Share tacit knowledge gained through customer interactions via the KM contribution approach so that knowledge can be leveraged by the entire team.

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

Job Type : Full Time Job Location : Kuala Lumpur