Major?Responsibilities:
The?Global?Customer?Hub?(GCH)?acts?as?the?first?point?of?contact?for?Company?Enterprise?Customers?seeking?technical?support.?Answering?incoming?phone?calls?from?Thailand?and?some?of?the?other?regions,?each?HUB?Agent?is?responsible?for?routing?them?correctly?based?on?the?customer?request?and?provides?low?level?support?by?answering?basic?technical?and?general?questions?for?the?customer.?The?HUB?Agent?is?in?place?to?provide?first?level?quality?customer?service,?resulting?in?100%?customer?satisfaction?the?'very?first?time?around'.?Responsibilities?mainly?include?answering?incoming?calls?and?emails?from?Enterprise?(business-to-business)?customers,?quickly?establishing?customer?requirements?and?thereby?advising?the?customer?on?the?best?solution?to?their?issue.?Each?HUB?Agent?takes?responsibility?towards?specific?language?queues?and?adheres?to?defined?service?level?agreements.?Where?appropriate,?customers?are?routed?to?the?relevant?departments.?A?strong?focus?lies?on?filtering?incoming?calls?to?Enterprise?Technical?Support,?depending?on?the?customer's?technical?support?entitlement.?This?also?includes?selling?support?when?appropriate.?A?wide?range?of?procedural?questions?for?internal?and?external?customers?are?answered?directly?by?the?team,?proactively?following?up?on?customer?cases?in?order?to?ascertain?customer?satisfaction?and?exceeding?customers'?expectations.?Doing?so,?the?team?adheres?to?process?documentation?to?ensure?consistency?and?quality.?All?representatives?proactively?share?knowledge?and?disseminate?information?to?team?members?on?a?local?and?global?basis.?They?constantly?use?customer?feedback?to?assist?in?improving?Company?products?and?procedures,?as?well?as?the?team's?services?and?work?processes.?
Position?Requirements?and?Education:
Tri-lingual?speakers?with?the?ability?to?speak?and?write?the?following?languages?–?Indonesian??(native?or?near-native),?Mandarin?and?English.?Excellent?communication?skills,?in?particular?excellent?telephone?manner?and?excellent?business?writing?skills.?Proficient?in?the?use?of?MS?Office,?Internet?and?web?based?functions.?
Critical?Success?Factors?:
Understanding?of?both?Global?Support?needs?and?expectations?and?of?Symantec's?business?needs.?Strong?quality?awareness?and?motivation?to?work?on?the?achievement?of?Global?Support?Quality?measures?as?a?team?effort;?Sales?awareness;?Technical?understanding?and?interest?are?a?clear?advantage;?Able?and?willing?to?learn?new?technologies.?Self-motivated?and?results?driven?with?the?highest?work?ethic?with?the?ability?to?maintain?professionalism?while?under?pressure.?Strong?organizational?skills?with?the?ability?to?multi-task.?Flexibility?towards?changing?roles?and?skill?requirements,?and?motivation?to?change?and?grow?with?the?role;?Motivation?and?drive?to?constantly?improve?customer?service?processes;?Enjoying?working?with?people,?strong?interpersonal?skills?and?the?ability?to?work?as?part?of?a?team?are?essential?for?this?position.?Previous?experience?of?dealing?with?customers?is?advantageous.