IT Customer Success Advocate

Accenture Southeast Asia; Selangor; On-site; MYR 40,000 - 67,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Customer service

Empathy

Active listening

MS Office

English proficiency

Mandarin/Cantonese

Education

Bachelor's degree

Tools

Windows

MS365

Azure Cloud

Job description

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