Incident Management & Customer Advocate

7802 Accent.Tech.Solut.Sdn Bhd Company; Selangor; Hybrid; MYR 56,000 - 89,000; Full time

Job summary

Accenture seeks a dedicated, customer-focused professional to act as the Customer Advocate for a portfolio of accounts. You will coordinate with Customer Service Support engineers and customers to manage reactive issues from detection to resolution, while providing insights into operational health opportunities.

The role emphasizes strong stakeholder communication, relationship management, and proactive risk mitigation. This hybrid role is based in Malaysia with regular daytime hours.

Qualifications

• Degree holder with minimum 3 years of working experience.
• Proficient in Korean and English with excellent written, verbal, and listening communication.
• Experience in IT customer service industry with empathy and active listening.
• Strong attention to detail and ability to multi-task under pressure.

Responsibilities

• Serve as primary coordinator between customers and internal support engineers to manage reactive issues.
• Build and maintain strong customer relationships with effective communication and service excellence.
• Proactively manage reactive experience and acknowledge customer requests promptly.
• Handle high-risk escalations with clear communication and cross-group collaboration.
• Work with engineers to investigate issues and drive root-cause prevention.

Skills

Korean

English

Customer service

Multitasking

Attention to detail

Under pressure

Education

Bachelor's degree or higher

Tools

ITIL Foundation

Job description

Accenture seeks a dedicated, customer-focused professional to act as the Customer Advocate for a portfolio of accounts. You will coordinate with Customer Service Support engineers and customers to manage reactive issues from detection to resolution, while providing insights into operational health opportunities.

The role emphasizes strong stakeholder communication, relationship management, and proactive risk mitigation. This hybrid role is based in Malaysia with regular daytime hours.