IT Customer Service Senior Analyst (Japanese Speaker)

Accenture PLC; Kuala Lumpur; On-site; MYR 45,000 - 67,000; Full time

Job summary

Accenture PLC is seeking a Tier 1 Agent in Kuala Lumpur to deliver high-touch partner support across onboarding and lifecycle tasks. You will handle inquiries via email and video calls, collaborating with Partner Managers to ensure timely, accurate responses and adherence to SOPs.

The role requires strong English and Japanese communication, technical aptitude, and the ability to troubleshoot independently in a fast-paced environment with flexible shifts.

Qualifications

• Has technical support experience and knowledge in Enterprise technologies or equivalent such as Cloud, security, and others.
• Excellent comprehension and communication in both English and Japanese language skills.
• Analytical skills with demonstrated problem-solving ability.
• Ability to work in a fast-paced environment.
• Flexibility to work various shifts.

Responsibilities

• Responding to assigned customer inquiries in a timely and professional manner.
• Work together with our Partners to provide high-quality support through different channels.
• Follow communication procedures, guidelines and policies.
• Proactively liaise with cross-functional departments to obtain information and solutions.
• Report errors, improvements and feedback provided by our Partners.
• Liaising between the Partner and internal teams via various methods (email and videoconference)
• Ensuring the timely and successful delivery of our solutions according to SLA’s & requested deadlines
• Assisting with challenging Partner requests or highly escalated cases
• Develop deep knowledge of our products.
• Meet and exceed personal/customer service team targets.
• Able to troubleshoot issues independently.
• Able to apply the knowledge in the documented SOP to make decision on what the root cause.

Skills

English proficiency

Japanese proficiency

Communication skills

Analytical skills

Fast-paced adaptability

Shift flexibility

Technical skills

Team player

Proactivity

Empathy

Job description

Job Scope

• Partner support desk is an inbound email service to support partners throughout the lifecycle from onboarding new partners to on-boarding partners. It is a service offered to partners as part of the Partner Advantage program.

• The Partner Support Desk is a service provided to all companies participating in Partner Advantage, designed to efficiently resolve issues and answer questions regarding:

  • Partner Advantage portal access and navigation

  • Partner Advantage program benefits and requirements

  • Sales and marketing incentives

  • Deal Registration and Deal Referral

  • Contracts and policies

  • Partner Director

  • Marketplace

  • Partner Marketing Studio

  • The Differentiation Journey (certification, Expertise, Specialization, Customer Success Stories)

  • Partner Learning Center access and account issues

Job description

The Tier 1 Agent provides high touch support, ensuring they have a good experience in every transmission, to optimize their business opportunity and encourage them towards efficient use of partner tools and resources.

• Senior profile with excellent communication skills to support

• Partners/Applicants through email and video/hangout calls as needed.

• Further, the goal is to support the Partner Managers to ensure that required processes for their partners are efficiently handled within the given viable time frame.

• You will report to the Team Leader and Program Managers and liaise with all other support team members.

Tasks and responsibilities

• Responding to assigned customer inquiries in a timely and professional manner.

• Work together with our Partners to provide high-quality support through different channels.

• Follow communication procedures, guidelines and policies.

• Proactively liaise with cross-functional departments to obtain information and solutions.

• Report errors, improvements and feedback provided by our Partners.

• Liaising between the Partner and internal teams via various methods (email and videoconference)

• Ensuring the timely and successful delivery of our solutions according to SLA’s & requested deadlines

• Assisting with challenging Partner requests or highly escalated cases

• Develop deep knowledge of our products.

• Meet and exceed personal/customer service team targets.

• Able to troubleshoot issues independently.

• Able to apply the knowledge in the documented SOP to make decision on what the root cause.

• Tasks and responsibilities do not limit the tasks listed above.

Job Specification

• Has technical support experience and knowledge in Enterprise technologies or equivalent such as Cloud, security, and others.

• Excellent comprehension and communication in both English and Japanese language skills

• Analytical skills with demonstrated problem-solving ability

• Ability to work in a fast-paced environment

• Flexibility to work various shifts

• Good technical skills (should be able to refer SOPs and use client tools independently)

• Good organizational capacity

• Empathic & enthusiastic personality

• Personal Abilities

• Excellent communication skills

• Excellent soft skills

• Team player

• Proactivity

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