Customer Support
2 weeks ago
**Job Title**:Korean Native Operation Agent**
**Location: KL Sentral**
**Shift: Day Shift, DOJ: 8th January**
**Roles & Responsibilities**:
- The individual performing this role is expected to be
knowledgeable across ’s entire portfolio of Hardware, Software, and
Services and will be responsible for making the complex accessible and
ensuring each interaction with is positive.
- 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.
Specific responsibilities:
- Engage customers, understand their needs and translate these
needs 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
request to the actual needs, distinguishing between relevant &
irrelevant information; adhere to business and compliance
rules and professionally say no to submissions that violate those
policies
- Utilize a proactive approach as indicated in the 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 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
**Job Types**: Full-time, Permanent
**Salary**: RM7,000.00 - RM8,500.00 per month
**Benefits**:
- Dental insurance
- Health insurance
- Opportunities for promotion
- Professional development
Schedule:
- Day shift
Supplemental pay types:
- Commission pay
- Overtime pay
- Performance bonus
Ability to Commute:
- Kuala Lumpur (required)
Ability to Relocate:
- Kuala Lumpur: Relocate before starting work (required)
-
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