Process Specialist - Customer Support (Native Korean Speaker)

Infosys; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in the IT sector is looking for a Customer Service Representative who excels in communication and problem-solving. This role requires engaging customers to understand their needs and provide tailored resolutions while working in a fast-paced environment. Candidates must be fluent in English and Korean, demonstrating a commitment to exceptional customer service and collaboration.

Qualifications

• Exceptional communication skills, including customer-centric language and rapport building.
• Excellent English and Korean communication skills.
• Ability to work in a fast-paced environment.

Responsibilities

• Engage customers, understand their needs and set proper expectations.
• Focus on resolving customer issues effectively.
• Collaborate with cross-functional partners to drive successful customer outcomes.

Skills

Communication

Analytical skills

Active listening

Problem-solving

Job description

Job Description

This role will deliver high-value experiences through simplified, successful interactions using all contact channels (telephone, portal, email, chat).
The individual performing this role is expected to be knowledgeable across entire portfolio of Hardware, Software, and Services and will be responsible for making the complex accessible.

This agent will solve complex interactions and offer proactive and even predictive support where self-service and automation are not feasible or desired. They will make decisions based on analytical insights, have a bias to move fast and be structured to implement operational changes quickly and efficiently.

Using exceptional customer service skills along with strong execution skills and a depth of knowledge of CLO service offerings across Hardware, Software, and Services, the agent will be fully accountable for successful customer resolutions. The Agent will engage with requestors in situations requiring high levels of interaction and transaction, with increased business complexity and escalated cases. The agent will use inquiry-based questioning skills and create linkages across the service catalog.


Job Descriptions:

• Engage customers, understand their needs and translate into work required, and set proper expectations about delivery time
• Identify issues, carry out (RCA) Root Cause Analysis, troubleshoot and translate Customer needs
• Focus on resolving customer issues, not closing cases; Solve the right problem for the requestor by looking beyond the stated request to the actual needs
• Utilize a proactive approach as indicated in the Business model, looking beyond the case to broader customer account activity and support needs
• Focus on Business Outcomes and Customer Experience impacting metrics; maintain an acceptable level of performance as measured via agent certification standards
• Maintain ownership and accountability of requests; leverage support from CustomerService resources as appropriate to drive resolutions while minimizing requestor effort; understand when to seek guidance and team with agents across the globe to solve problems
• Collaborate with cross-functional partners, vendorrepresentatives, along with other resources, in support of successful customer outcomes
• Identify issues, carry out (RCA) Root Cause Analysis on cases that don’t meet expectations, and implement process fixes (in conjunction with Process Owners) to prevent future occurrences
• Share tacit knowledge gained through customer interactions via the KM contribution approach so that the entire team can leverage the knowledge
• Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with Business staff

Job Requirements:

• Exceptional communication skills, including rapport building, use of customer-centric language; demonstrating appropriate urgency; Active listening skills, questioning, driving understanding and clarification of customers’ needs
• Excellent businessEnglish and Native Koreancommunication skills, including the ability to conduct professional phone conversations/writing& reading.
• Analytical skills with demonstrated problem-solving ability
• Ability to work in a fast-paced environment
• Flexibility to work and supportKorean working hours
• Good technical skills (should be able to refer SOPs and use customer tools and system independently)

Country

Malaysia

State / Region / Province

Selangor

Work Location

Petaling Jaya

Interest Group

Infosys Limited

Skillset

Technology|Network|CISCO technologies

Company

ITL Malaysia

Role Designation

233APSCSR Process Specialist - Customer Service Representative