Job Description

Title: GlobalCore Senior Support Analyst

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

• To assist Deloitte employees with financial application issues over the phone, chats and emails in atimely manner so that they can perform their job and be productive for the firm. It might involve eitherdirect resolution of the problem or escalation to another team as the case may be. Our customers havea high expectation that you will be able to resolve their issue on the interactions, but they recognize thatthere are some issues that can only be resolved by teams outside the Contact Center.
• Willingness to work in rotational shifts including Weekends.
• Avoiding unscheduled absenteeism, failing which will have a serious impact on the employment.
• Use the right tools & knowledge, provide quality of service, and stay current on support changes
• 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
• Stay current on new deployments and system updates.
• Report potential call drivers to leadership
• Meet provided KPIs - FCR, Schedule Adherence, Quality, CSAT
• Contribute to Knowledge Database and process improvements
• Support Firm Emergency processes
• Maximize availability to support inbound contacts
• Appropriate handling of contact through following knowledge to transfer/escalate to the correct groups
• Follow guidelines for handling Personally Identifiable Information (PII), confidential and sensitiveinformation
• Take initiative and own your career
• Stay current on the tools used to support our customers

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, Associates / Analysts / Consultants across our Firm are expected to:

• Understand the expectations set and demonstrates personal accountability for keeping own performance on track.
• Understand how our daily work contributes to the priorities of the team and the business.
• Demonstrate strong commitment to personal learning and development.
• Actively focus on developing effective communication and relationship-building skills, with stakeholders, clients and team.
• Work effectively in diverse teams within a highly inclusive team culture where everyone is supported, respected and recognized for their contribution.

Requirements

• Minimum of 2 to 4 years of Call Center experience
• Any Bachelor\'s degree required
• Excellent command of English (Read, Write, Speak)
• Excellent interpersonal and communication skills, business acumen, the ability to adapt to change andexperience in contact center tools.
• Excellent people handling skills with expert knowledge of the contact center operations.
• Understanding the contact center industry, client relationship, understanding market trends and have astrategic mindset to grow the business and solve problems.
• Ability to perform under pressure
• Willingness to work in rotational shifts including night shifts and working 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: 98473

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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