Customer Engagement Associate (Mandarin market) at Accenture

Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, Customer SupportIndustries

Requirements

Proficient in English and Mandarin (both spoken and written skills) as role will be dealing and supporting Mandarin markets
1 to 2 years of working experience, preferably in engagement centre/contact centre
Customer/Consumer service experience with inbound/outbound interaction phone call, chats, emails, etc
Able to work under pressure and have great teamwork spirit
Problem-solving skills
Strong resilience and adaptability
Additional experience with CRM tools such as Salesforce or HubSpot will be an advantage
Any telephony tools such as Genesys will be preferred

Responsibilities

Assist consumers with inbound/outbound interactions pertaining to general queries regarding our range of products/campaigns
Handle day to day interactions from consumers through available channels (phone call, emails, live chats, etc)
Stay current with latest product knowledge and campaigns from marketing team
Comply with service level agreements
Support and help on process documentation & reporting when necessary
Comply with the assigned schedule to cover the hours of operation
Comply with the account KPIs
Support with any other new process at the time the client requires it, if it has been officially included in our range of services
Stay current with system information, changes and updates applicable to the role

Skills

Key technologies and capabilities for this role

MandarinEnglishCustomer ServiceInbound CallsOutbound CallsLive ChatEmail SupportCRMSalesforceHubSpotGenesysProblem Solving

Questions & Answers

Common questions about this position

What languages are required for this Customer Engagement Associate role?

Proficiency in English and Mandarin (both spoken and written) is required, as the role supports Mandarin markets.

What experience is needed for this position?

1 to 2 years of working experience is required, preferably in an engagement centre or contact centre, with customer service experience handling inbound/outbound interactions via phone, chats, and emails.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What skills make a strong candidate for this Customer Engagement Associate position?

Strong candidates will have the ability to work under pressure, great teamwork spirit, problem-solving skills, strong resilience and adaptability, plus experience with CRM tools like Salesforce or HubSpot and telephony tools like Genesys.

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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