Incident Management Lead (Cantonese & Mandarin)

Accenture PLC; Selangor; On-site; MYR 60,000 - 100,000; Full time

Job summary

Accenture is seeking a dedicated customer advocate to manage reactive IT support for designated accounts in Malaysia. You will coordinate with Customer Service Support engineers, manage end-to-end problem resolution, and provide insights into operational health opportunities.

You will monitor cases, maintain strong customer relationships, and proactively identify risks and escalations while ensuring effective communication across groups.

Qualifications

• 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.

Responsibilities

• Monitor reactive cases owned by internal support organizations.
• Ensure correct case reporting and trending for account team and customer.
• Build strong customer relationships through effective communication and service excellence.
• Know the customer and understand expectations with their reactive support experience.
• Acknowledge and respond to customer requests promptly and anticipate risk and escalations.
• Handle high-risk escalations and gather/analyze information to support the customer.
• Investigate root cause with engineers to drive prevention.

Skills

Bilingual communication (Mandarin/Cant

English proficiency

Customer service experience

Empathy and listening

Attention to detail

Multitasking

Judgement under pressure

Education

Bachelor's degree

Job description

Accenture is seeking a dedicated customer advocate to manage reactive IT support for designated accounts in Malaysia. You will coordinate with Customer Service Support engineers, manage end-to-end problem resolution, and provide insights into operational health opportunities.

You will monitor cases, maintain strong customer relationships, and proactively identify risks and escalations while ensuring effective communication across groups.