Nezda is looking for Global Delivery Center (GDC) Agent.
Qualifications:
✅ Diploma/Bachelor’s degree
✅ Native Korean
Job Description:
👉🏻 Engage customers, understand their needs and translate this, and set proper expectations about delivery time.
👉🏻 Identify issues, carry out Root Cause Analysis (RCA), troubleshoot and translate customer needs and requests (service identification).
👉🏻 Focus on resolving customer issues, not closing cases; solve the right problem for the requestor by looking beyond the stated request to the true needs, distinguishing between relevant & irrelevant information.
👉🏻 Utilize a proactive approach as indicated in the company’s model, looking beyond the case to wider customer account activity and support needs.
👉🏻 Focus on Business Outcomes and Customer Experience impacting metrics; maintain an acceptable level of performance as measured via agent certification standards.
👉🏻 Collaborate with cross-functional partners and vendor representatives along with other resources in support of successful customer outcomes.
👉🏻 Identify issues, carry out Root Cause Analysis (RCA) on cases that don’t meet expectations, and implement process fixes (in conjunction with Process Owners) to prevent future occurrences.
👉🏻 Share tacit knowledge gained through customer interactions via the KM contribution approach so that knowledge can be leveraged by the entire team.
👉🏻 Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with the company’s staff.