Global Delivery Center Agent (Korean Speaker)

Role Description :

Global Delivery Center (GDC) Agent is responsible for providing exceptional customer support to Business customers, partners, and internal requestors. This role will deliver high-value experiences through simplified, successful interactions using all contact channels (telephone, portal, email, chat). The individual performing this role is expected to be knowledgeable across Business entire portfolio of Hardware, Software, and Services and will be responsible to make the complex easy and ensure each interaction with Business is a positive one.

This agent will solve complex interactions, 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.

Using exceptional customer service skills along with strong execution skills and a depth of knowledge of CLO service offerings across Hardware, Software, and Services, the agent will be fully accountable for successful customer resolutions. The Agent will engage with requestors on situations requiring high levels of interaction and transaction, cases with high business complexity and escalated cases. The agent will use inquiry-based questioning skills and create linkages across the service catalog.

Responsibilities:

• Engage customer, understand their needs and translate this need to Business 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
• High level understanding of how switches,routers,access point works and Ordering with billing experiences
• Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with Business

Job Requirements:

• Bachelor Degree in Business Admin,Finance or any tertiary studies
• 3 to 5 years working experience in Technical Support,Customer Service or IT Helpdesk
• Primary language : Korean (write,read & speak)
• English proficiencies spoken/reading & written
• Good problem solving
• Ability to work in a fast paced environment
• Willing to work base on Korean Working Hours and Days