Executive Incident Management - Tagalog Speaker

Recooty; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a dynamic Incident Resolution Management Agent to enhance customer satisfaction through effective service request resolution. This role involves coordinating escalations, managing ticket resolutions, and ensuring compliance with SLA agreements. The ideal candidate will possess strong communication skills in English and Tagalog, a background in IT, and the ability to thrive in a fast-paced, 24/7 environment. Join a forward-thinking company that values initiative and teamwork, offering attractive compensation and benefits, including medical coverage and generous leave policies.

Benefits

Housing Allowance

Performance Bonus

Annual Leave

Medical Leave

Medical Coverage

Qualifications

• Minimum 1 year experience in a similar position.
• Contact Centre experience is an advantage.

Responsibilities

• Coordinate the resolution of all escalations.
• Manage escalations of open tickets from customers.
• Ensure KPIs are achieved.

Skills

Spoken English

Written English

Spoken Tagalog

Ticket Management

Customer Service

Root Cause Analysis

Interpersonal Skills

Education

Degree in IT

Undergraduate degree/diploma in IT or Business

Tools

Windows Operating Systems

Microsoft Office

Job description

Job Brief:

• The Incident Resolution Management Agent is responsible for the resolution of service requests and associated services issues for nominated customers in ‘real time’.


• The position will require you to support the contact centre in spoken and written English & Tagalog.

Responsibilities:

• Coordinate the resolution of all escalations.


• Accountable for directly working with the business to assist in all case escalations.


• Manage escalations of open tickets from customers or internal delivery units with the support of the involved delivery units if necessary.


• Verify the debriefing of calls or tickets and, if necessary, collect missing information.


• Ticket Monitoring and Escalation management.


• Proactive open call monitoring to ensure the fulfilment of contracted SLA agreements, taking remedial action where tickets may go ‘out of contract’ without further attention, updating call history on the call management system, proactively updating customers about potential issues, answering requests on ticket status, etc.


• Identify and execute robust and continuous improvement opportunities among the stakeholders.


• Manage the resolution of ticket-specific service delivery issues through route cause analysis of missed SLAs. If applicable, detect recurring causes, propose specific ‘get well’ plans, and take the lead for agreed-upon action plans.


• Closely interact with businesses and provide ad-hoc solutions to their needs.


• require standby after office hours to manage escalation from other continents and regions.


• Responsible for ensuring that the set KPIs are achieved.

Requirements:

• Degree in IT related disciplines (preferred)


• Good command of spoken and written English & Tagalog.


• Minimum 1 year experience in a similar position.


• Contact Centre experience is an advantage.


• Undergraduate degree/diploma in IT or Business related.


• Able to work night shift. Work in 24x7 rotational shift face pace environment.


• Well versed in Windows Operating Systems and Windows Office.


• Well versed in software and hardware.


• Possess initiative, able to work independently and as a team.


• Dynamic, highly motivated and a result-oriented team player with good interpersonal skills

The Package:

• Attractive salary up to RM 4000 (inc Housing Allowance)


• Performance related bonus on a quarterly basis for confirmed staff


• 15 days Annual Leave


• 14 days Medical Leave


• Medical and hospitalization coverage