Overview

• Salary

  5,500 MYR ~ 6,000 MYR

• Industry

  IT/Telecommunications, Call Center, Consulting, Other

• Job Description

  Company Profile: This company is a global management consulting and professional services company that provides strategy, consulting, digital, technology and operations services. A Fortune Global 500 company, it has been incorporated in Dublin, Ireland, since 1 September 2009. In 2017, the company reported net revenues of $34.9 billion, with more than 425,000 employees serving clients in more than 200 cities in 120 countries. In 2015, the company had about 130,000 employees in India, about 48,000 in the US, and about 50,000 in the Philippines. On 29 August 2017, Apple Inc. announced a partnership with this company to create iOS business solutions.
  
  Job Scopes:
  • Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation.
  • Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution.
  • Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention.
  • Develops and maintains knowledge of customer and customer specific business environment.
  • Develops and maintains an understanding of customer Service Level Agreements and department’s key performance requirements.
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training.
  • Demonstrates understanding of the customer’s business needs and maintains high customer satisfaction ratings.
  • Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures.
  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback.