Incident Management Analyst (Cantonese & Mandarin)

7802 Accent.Tech.Solut.Sdn Bhd Company; Malaysia; On-site; MYR 42,000 - 66,000; Full time

Job summary

Accenture is seeking a dedicated, ambitious, and self-driven Customer Advocate who will work closely with customers and our support engineers to manage complex reactive issues and drive resolution.

This role focuses on representing the customer’s business impact, ensuring proper case reporting and trending, and delivering insights to improve operational health.

Regular hours, empathy and active listening are emphasized, with cross-group collaboration to protect customer satisfaction.

Qualifications

• Required: Degree holders with minimum 3 years of working experience.
• Proficient in Mandarin/Cantonese and English with excellent written, verbal, and listening communication abilities.
• Experience in IT customer service industry with empathy and active listening skills.

Responsibilities

• Incident Management: Monitor reactive cases owned by internal support organizations to enable conversations and delivery for customer health.
• Relationship Management: Build strong customer relationships through effective communication and service excellence.
• Proactive Management: Acknowledge and respond promptly; anticipate risk based on customer context.
• Escalation Handling: Manage high-risk escalations and gather information to support the customer.
• Critical Thinking: Collaborate with engineers to investigate root causes and drive prevention.

Skills

Customer service

Communication

Empathy

Active listening

Multitasking

Education

Bachelor's degree

ITIL Foundation

Tools

ITIL Foundation

Job description

Role Summary

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

• Incident Management 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.


• Relationship Management Build strong customer relationships through effective communication, customer advocacy, and service excellence. 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.


• Proactive Management of Reactive Experience Acknowledge and respond to customers' requests promptly Anticipate risk and escalations based on customer context


• Escalation Handling 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


• Critical Thinking 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

Job Requirement

Required: Degree holders with minimum 3 years of working experience Proficient in Mandarin/Cantonese and English with excellent written, verbal, and listening communication abilities. Experienced in IT customer service industry, with a focus on empathy and active listening skills. Positive, energetic, enthusiastic attitude. Strong attention to detail. Excellent at multi-tasking & task prioritization. Ability to apply judgement in high pressure situations with minimal external guidance. Preferred: Understanding of incident lifecycle process and methodology ITIL Foundation™ certified (or equivalent)

Additional Details

Regular working hours from Monday to Friday, 9.00 AM - 6.00 PM

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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