GlobalCore Support Analyst (Rolling Intake)

About Deloitte Malaysia

Deloitte Malaysia (a member of Deloitte Touche Tohmatsu Limited and Deloitte SEA) is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax, and related services. In this country, services are provided by Deloitte PLT (LLP0010145-LCA) (AF0080), a limited liability partnership established under Malaysian law.

Your role

In this role, you will do the work below:

• To assist Deloitte employees with financial application issues over the phone, chats, and emails in a timely manner so that they can perform their job and be productive for the firm. It might involve either direct resolution of the problem or escalation to another team as the case may be. Our customers have a high expectation that you will be able to resolve their issues on the interactions, but they recognize that there 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 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 processes, procedures, and member firm policies 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 sensitive information
• Take initiative and own your career
• Stay current on the tools used to support our customers

Training & development

At Deloitte Consulting SEA, the firm is committed to providing you with the opportunity to:

• Excel - Hone technical as well as leadership skills and make an impact by solving complex client problems
• Grow - Grow your career by laying out multiple learning pathways and a clear progression path
• Network - Meet and work with a diverse and iconic network of international colleagues and clients
• Belong - Be a part of an inclusive community that respects diverse backgrounds, voices, and interests
• Harmonize - Experience an understanding working environment that prioritizes personal well-being

Benefits

Aside from getting an attractive salary, as a Deloitte employee, you will also get the benefits below:

• Health care & insurance
• Life insurance
• Pension plan
• Performance bonus
• Maternity & paternity leave
• Vacation & PTO, sick leave
• Employee assistance program
• Job training & tuition
• Diversity program

Career progression

Deloitte is about inclusion, collaboration, high performance, and opportunity. The firm offers learning and development opportunities at every career level—promoting both professional and personal growth. You will have the flexibility and choice to customize and build the career and life you want. Below is the career ladder:

• Associate/Analyst
• Senior/Senior Consultant
• Manager
• Senior Manager 
• Director/Partner

Work-life balance

In general, work-life balance is fairly good at Deloitte. Standard working hours apply from 08.30 PM to 05.30 PM from Monday to Friday. Overtime may apply sometimes, but some employees stated that during the off-peak period, the working hours are flexible.

Company culture

Deloitte Malaysia offers a dynamic culture of inclusion, collaboration, high performance, and opportunity. Each person is unique and valued. Among the best and brightest in the business, its people take pride in his or her achievements, the success of others, and the quality of their work in accordance with high ethical standards. When you work at Deloitte Malaysia, you enter a great working environment where everyone is willing to lend you a hand, friendly and welcoming you to adjust to the new place. 

About you

You fit into this role if you are someone with:

• Minimum of 1 to 2 years of Call Center experience
• Fresh graduates are welcome to apply
• Excellent command of English (Read, Write, Speak)
• Excellent interpersonal and communication skills, business acumen, the ability to adapt to change, and experience in contact center tools.
• Excellent people-handling skills with expert knowledge of contact center operations.
• Understanding the contact center industry, client relationships, understanding market trends, and having a strategic 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 weekends.

How to apply

To apply to this position, click the "Apply on employer site" button on this page. We will direct you to Deloitte's official link for this vacancy. Be sure that you have read all of the requirements mentioned above.

Due to the volume of applications, Deloitte regrets that only shortlisted candidates will be notified. Candidates will only be contacted by authorized Deloitte Recruiters via the firm’s business contact number or business email address.

Sources

The sources below were used in researching this page:

• deloitte.com/id/en/pages/careers/careers/life-at-deloitte.html
• deloitte.com/cn/en/pages/careers/articles/Career-Progression.html
• protege.gov.my/www/index.php?id=7&page_id=84
• glassdoor.com/Reviews/Deloitte-Malaysia-Reviews-EI_IE2763.0,8_IL.9,17_IN170.htm?filter.iso3Language=eng
• glassdoor.com/Benefits/Deloitte-Malaysia-Benefits-EI_IE2763.0,8_IL.9,17_IN170.htm