Incident Manager & Customer Advocate (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

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.