Incident Management Specialist (Mandarin/Cantonese Speaker)

Accenture Southeast Asia; Selangor; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Language allowance

Job summary

Accenture PLC in Malaysia seeks a dedicated Customer Advocate to work closely with customers and our Customer Service Support engineers, managing reactive support to resolution and delivering insights into operational health opportunities for a designated portfolio of accounts.

The role focuses on representing the customer’s business impact, prioritizing critical issues, and ensuring clear communication, with English and Mandarin or Cantonese proficiency, and a 9AM–6PM, Monday–Friday schedule.

Qualifications

• Degree holder with 1–4 years of experience in supporting enterprise technologies.
• Strong English and Mandarin or Cantonese language proficiency.
• Experience in customer service with empathy and active listening skills.
• Able to multitask and prioritize tasks effectively.

Responsibilities

• Represent the customer's business impact and advocate for the customer.
• Support end-to-end problem resolution.
• Coordinate with Customer Service Support engineers and customers.
• Identify issues and provide insights into operational health opportunities.

Skills

Customer service

English

Mandarin

Cantonese

Empathy

Active listening

Multitasking

Microsoft Office

Education

Bachelor's degree

Tools

Microsoft Office Suite

Job description

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:

• Knowledgeable in products such as Windows, MS365, Azure Cloud, OR any related tools/technologies.
• Knowledgeable in IT Service Management process.
• 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

• Know the customer and understand our customer’s expectations with their reactive support experience.
• Focus on critical issues to ensure customer satisfaction.

Proactive Management of Reactive Experience

• 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.
• 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 Qualifications

• Degree holders with minimum 1 to 4 years of experience in supporting enterprise technologies or equivalent.
• Strong English and Mandarin OR Cantonese proficiency, reading and verbal communication skills.
• Experienced in customer service, with a focus on empathy and active listening skills.
• 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.
• Able to work on normal hours from Monday to Friday, 9AM – 6PM.
• Language allowance will be provided.

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 732,000 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 with unmatched industry experience, functional expertise and global delivery capability.

We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed 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.