Advisory Consultant

• Customer Service Management: o Knowledgeable in Customer Service environment o Monitor reactive cases owned by internal support organizations o Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health • Relationship Management: o Know the customer and understand our customer’s expectations with their reactive support experience. o Focus on critical issues to ensure customer satisfaction o Set proper expectations with customers for support • Proactive management of reactive experience: o Acknowledge and respond to customers' requests promptly o Anticipate risk and escalations based on customer context • Escalation Handling: o Handle high-risk escalations and gather/analyze information as needed to support the customer o Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders oEnsure clear communication channels are established and documented with the customer and enable effective cross group collaboration • Critical Thinking: o Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention o Establish a customer obsession approach that puts the customer and the customer operational health in the center • Priority Skill: Delivery Excellence: · Diploma/Degree holders with minimum 3 years work experiences in Call Center environment. · Strong English/Korean/Mandarin/Cantonese proficiency, written and verbal communication skills. · Positive, energetic, enthusiastic attitude. · Strong attention to detail. · Excellent at multi-tasking & task prioritization. · Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc. · Ability to apply judgement in high pressure situations with minimal external guidance