Global Delivery Centre Agent

2 weeks ago

Kuala Lumpur, Malaysia GrowthFn Full time

Position Summary and Requirements:

- English + Mandarin Language
- Office based in NU Tower 2 (KL Sentral)
- Operation Hours 6am-6pm (9 Hour per shift) Day Shifts & Only Weekdays MOn -Friday
- Basic Salary starts at RM 4000 - 4200 (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

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.
- Collaborate with cross-functional 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

expected to put an action plan for scenarios like metrics or agents not meeting expectations (SLAs, backlog, CXSAT, following process)
- Domains:

- Partner
- Distributor
- Customer
- Field
- Program Team

**Job Types**: Full-time, Permanent

Pay: RM4,000.00 - 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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