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GlobalCore Total Quality Management - Korean Speaking

Date:  10-Sep-2022
Service Line / Portfolios:  Information Technology
Location: 

Kuala Lumpur, MY

Title: GlobalCore Total Quality Management - Korean Speaking

What impact will you make?

At Deloitte, we offer a unique and exceptional career experience to inspire and empower talents like you to make an impact that matters for our clients, people and community. Whatever your aspirations, Deloitte offers you a highly inclusive, collaborative workplace and unrivalled opportunities to realize your full potential. We are always looking for people with the relentless energy to push themselves further, and to find new avenues and unique ways to reach our shared goals.

So what are you waiting for? Join the winning team now.

Work you’ll do

 

  • Assist the Level 2 team with owning the customer’s relationship to ensure timely resolution and updates to the customer.
  • Work with our FSD L2 analysts to ensure timely resolution and follow-up with customers to obtain needed information, confirm resolution, and alert L2 analysts of updates from Level 3 escalations through monitoring pending tickets and escalated the tasks to assist our L2 analysts with maintaining ownership of the customer’s issue/request. 
  • Arrive to work on time and on days scheduled as well as adhering to the schedule provided by WFA (Work Force Administration).
  • Treat customers with courtesy and respect by following our Quality Guidelines.
  • Follow established process, procedures and member firm polices while maintaining compliance.
  • Report potential call drivers and trends to leadership and Level 2 analysts.
  • Appropriate handling of contact through following knowledge and defined processes.
  • Follow guidelines for handling Personally Identifiable Information (PII), confidential and sensitive information.
  • Updates to Knowledge Database and process improvements to contribute to the FCR and CCR.
  • Be a mentor and assist in training for other analysts.
  • Meet provided KPIs – Schedule Adherence, Quality, CSAT.
  • Stay current on the tools used to support our customers.
  • Be an advocate for the end-user and assist L2 analyst with incident ownership through resolution.
  • Follow established end to end workload processes.
  • Manage & executes projects.
  • Manage availability using appropriate codes.
  • Manage schedule exceptions through WFA and Coaching Lead submission for Genesys (GWFM) update.
  • Work to reduce unassigned and assigned tickets.
  • Monitor Level 2 Assignment Groups for pending tickets.
  • Follow-up on assigned & pending tickets by applying the established end-to-end process.
  • Review ticket handling and processes to identify opportunities for improvement when assisting with customer ownership.
  • Provide backup support to Level 2 as needed.


Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We expect our people to embrace and live our purpose and shared values, challenging themselves everyday to identify issues that are most important to our clients, our people and the communities, and to make an impact that matters. In addition to living our purpose, Senior Associates / Senior Consultants / Assistant Manager across our Firm are expected to:

 

  • Understand objectives for stakeholders, clients and Deloitte whilst aligning own performance to objectives and sets personal priorities.
  • Develop themselves by actively seeking opportunities for growth, shares knowledge and experiences with others, and acts as a strong brand ambassador.
  • Seek opportunities to challenge themselves, collaborate with others to deliver and takes accountability for results.
  • Build relationships and communicates effectively in order to positively influence peers and stakeholders.
  • Work effectively in diverse teams within a highly inclusive team culture where everyone is supported, respected and recognized for their contribution.


Requirements

 

  • A minimum of 2 years’ experience in Call Centre.
  • Fluent in Korean & English (able to read, write & speak).
  • Bachelor’s degree in any field.
  • Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in utilising contact center tools.
  • Excellent people handling skills with expert knowledge of the contact center quality management and coaching skills.
  • Self-motivated, team player, action and results oriented.
  • Excellent organisational skills with the ability to multitask.
  • Expert problem solver. 
  • Ability to negotiate change across organisational boundaries and influence others outside of own work group.
  • Adept at networking and building consensus with all levels of management and staff.
  • Understand the contact center industry, client relationship, understand market trends and have a strategic mindset to grow the business and solve problems.
  • Ability to perform under pressure and cope with multiple deadlines.
  • Willingness to work in rotational shifts and on weekend.

 

Due to volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorized Deloitte Recruiters via firm’s business contact number or business email address.

 

 

 

Requisition ID:  88101

In Malaysia, the services are provided by Deloitte and other related entities in Malaysia ("Deloitte in Malaysia"), which are affiliates of Deloitte Southeast Asia Ltd. Deloitte Southeast Asia Ltd is a member firm of Deloitte Touche Tohmatsu Limited. Deloitte in Malaysia, which is within the Deloitte Network, is the entity that is providing this Website.

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