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Global Delivery Centre Agent
2 weeks ago
Position Summary and Requirements:
- English + Mandarin Language
- Office based in NU Tower 2 (KL Sentral)
- Operation Hours 6am6pm (9 Hour per shift) Day Shifts & Only Weekdays MOn Friday
- Basic Salary starts at RM Slightly Negotiable) + Allowances
- Permanent Position and Insurance Coverage under AIA
Specific responsibilities:
- Engage customer, understand their needs, and translate this need to work required, and set proper expectations about delivery time.
- Identify issues, carry out (RCA) Root Cause Analysis, troubleshoot and translate Customer needs and requests into work required (service identification)
- Focus on resolving customer issues, not closing cases; Solve the right problem for the requestor by looking beyond the stated requested to the true needs, distinguishing between relevant & irrelevant information; adhere to business and compliance rules and professionally say no to requests that violate those policies.
- Utilize proactive approach as indicated in model, looking beyond the case to wider customer account activity and support needs.
- Focus on Business Outcomes and Customer Experience impacting metrics; maintain acceptable level of
- Maintain ownership and accountability of requests; leverage support from Customer Service 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 crossfunctional partners,, and vendor representatives 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 fix (in conjunction with Process Owners) to prevent future occurrences.
- Proactively share tacit knowledge gained through customer interactions via KM contribution approach so that knowledge can be leveraged by entire team.
- Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with staff.
- Leads should have a proactive focus on the backlog management and communicate updates frequently. Lead should also be responsible to provide solutions to enable automation. Need to articulate and communicate the problem statement and RCA effectively. Share weekly business metrics.
- Lead should be responsible for the training/coaching of agents based on the feedback, trouble shooting of the escalation of cases, closed loop process, working with team on process and documentation needs. Lead is
- Domains:
- Partner
- Distributor
- Customer
- Field
- Program Team
Job Types:
Full-time, Permanent
Pay:
RM4, RM4,200.00 per month
Benefits:
- Health insurance
- Opportunities for promotion
- Professional development
Schedule:
- Day shift
- Monday to Friday
Application Question(s):
- Your Nationality
- Your current location
- Your WhatsApp number
- This position is under Concentrix Malaysia and work is on site, have you applied for it before?
- Your current/Last salary drawn
- Your expected salary
- Notice period
Experience:
Language:
- Mandarin (required)
- English (required)
Ability to Commute:
- Kuala Lumpur (required)
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