Customer Care Specialist, CDI - Arkadin

1 poste
Réf. 9706151 - Publié le 4 mai 2019
Malaisie, Kuala Lumpur
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Commercial, vente


De 2 à 5 ans

Type de contrat


Secteur d'activité de l'entreprise

Informatique -Télécom (Editeurs logiciels, Software)


Company Description

Boost your career with Arkadin, a fast growing global provider of cloud communications services and part of NTT Communications, one of the world’s largest telecommunications companies. You will play a vital role in a business whose solutions enable a more digitally connected workplace and contribute to a greener planet. With 56 operations centers in 33 countries, your talent will find a place to grow rapidly. Join a company whose people are #ContagiouslyEnthusiastic!

Job Description

As the Global Support Customer Care Specialist, you will be responsible for Internal and External Customer Service Satisfaction. The team runs on a 24/7 base.

• Providing effective diagnostic evaluation of end-user Customer needs and uses good judgement and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction.
• Managing full cycle of case resolution includes
• Identify, research, and resolve technical problems (escalation if needed), timely response to telephone calls and email
• Accurate documenting and tracking and monitoring the problem to ensure a timely resolution.
• Logging and tracking supported calls in the designated Arkadin CO system(s) prioritise and escalate jobs as required to ensure customer satisfaction.
• Identifying trends in the support calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
• Updating Customer/Management on the status of current resolution efforts and attend daily/weekly meetings as requested of required.
Assisting with the development and testing of newly designed products for operational integrity and function


• Minimum of 2 year(s) experience in a technical support or related environment
• Ability to multitask – Sense of urgency, maintain a positive attitude
• Excellent telephone presence with organised follow-up skills
• Ability to be proactive and able to take direction and establish ownership of projects
• Demonstrated networking skills, able to foster strong relationships internally and externally
• Excellent verbal and written communications skills
• Strong customer focus; service oriented attitude
• Able to work rotating 12 hours shift (8am - 8pm / 8pm - 8am)