IT Customer Service (Mandarin/Cantonese Speaking)

Accenture Southeast Asia; Selangor; Sur place; MYR 40 000 - 67 000; Plein temps

Résumé du poste

Accenture Southeast Asia is looking for a dedicated professional to act as the primary coordinator with our Customer Service Support engineers and customers, managing complex reactive support through resolution and delivering insights into operational health opportunities for a designated portfolio of accounts.

The role centers on being the Customer Advocate, ensuring accurate case reporting, proactive communication, and effective cross-group collaboration to restore service promptly and sustain

Qualifications

• Degree holders with 1 to 3 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.
• Able to work on normal hours from Monday to Friday, 9AM – 6PM.

Responsabilités

• Represent the customer’s business impact and support end-to-end problem resolution.
• Manage reactive support to resolution and provide insights into operational health opportunities.
• Ensure correct case reporting and trending for account team and customer.
• Know the customer and understand expectations with their reactive support experience.
• Acknowledge and respond to customers' requests promptly and escalate when needed.
• Work with engineers to investigate root causes and drive prevention.

Connaissances

Customer service

Empathy

Active listening

MS Office

English proficiency

Mandarin/Cantonese

Formation

Bachelor's degree

Outils

Windows

MS365

Azure Cloud

Description du poste

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 3 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.