IT Customer Service (Mandarin / Cantonese)
AccenturePetaling Jaya, Selangor, Malaysia28 hari lalu
Penerangan pekerjaanKnowledgeable in products such as Windows, Azure, Cloud, or any related tools / technologies Knowledgeable in IT Service Management process Monitor reactive cases owned by internal support organizations Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health. Know the customer and understand our customer’s expectations with their reactive support experience Focus on critical issues to ensure customer satisfaction Set proper expectations with customers for support Acknowledge and respond to customers' requests promptly Anticipate risk and escalations based on customer context Handle high-risk escalations and gather / analyze information as needed to support the customer Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention Establish a customer obsession approach that puts the customer and the customer operational health in the center Degree holders with minimum 3 years of experience in supporting enterprise technologies or equivalent. Strong English, and Mandarin or Cantonese proficiency, written and verbal communication skills. Experienced in customer service, with a focus on empathy and active listening skills. Positive, energetic, enthusiastic attitude Strong attention to detail. Excellent at multi-tasking & task prioritization. Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc. Ability to apply judgement in high pressure situations with minimal external guidance. Regular working hours from Monday to Friday, 9AM – 6PM.
We are looking for a dedicated, ambitious, and self-driven individual who will work closely with customers and foster strong relationships with them.
This role serves as the primary coordinator, working with our Customer Service Support engineers and our customers to manage complex technical reactive support to resolution and provide insights into operational health opportunities for a designated portfolio of accounts. The objective of this role is to be the Customer Advocate and facilitate the resolution of reactive issues through the following key activities :
- Represent the customer’s business impact.
- Support the end-to-end problem resolution.
- Problem identification against the case portfolio.
Key Role Responsibilities
Technical Know-How :
Relationship Management
Proactive Management of Reactive Experience
Critical Thinking
Job Qualifications
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology and Customer Service
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Buat amaran kerja untuk carian ini
Customer Service • Petaling Jaya, Selangor, Malaysia
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