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Job Req Id:  269548
Business Area:  Internal Support Functions
Date Posted:  10-Jun-2021
City:  Chongqing

Title:  Customer service(Technology support) - Contact Center - CoRe - GDC - Chongqing

Pursue a Career with Impact

At Deloitte China, we are on a mission to nurture and empower our people to become deep subject matter experts.
We offer the perfect platform to unleash your full potential and equip you to thrive on challenges, and partner with our clients to solve their most complex problems.
A world of opportunities awaits. Start your adventure and journey with us.

About the Business

  • CoRe, Deloitte’s integrated shared services organization, supports the Global Strategy by delivering consistent quality and measurable value across the global network. CoRe is uniquely positioned to develop new and innovative approaches beyond current member firm capabilities.
  • Technology Support Chongqing
  • Deloitte believes in its diverse talent; hence, only the BEST choose to be at Deloitte. The work culture encourages high performance, inspires in delivering distinctive service on every interaction and the Rewards and Recognition programs acknowledges all efforts made above and beyond basic job responsibilities. Our team culture is collaborative and encourages team members to take initiative and seek on-the-job learning opportunities. Our professionals are committed to excellence and to enhancing the trust of our clients. Quality is our top priority, and by focusing on innovation, we continue to raise the bar on quality and deliver greater value to our clients 

    Purpose of Job

    To assist Deloitte China employees with technology problems over the phone, email, chat, voicemail & webforms 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.

Work you'll do

  • To assist Deloitte China employees with technology problems over the phone, email, chat, voicemail & webforms 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
  • Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users
  • Analyze and resolve incidents and service requests regarding use of application software or hardware
  • Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate
  • Stay informed about ongoing issues/outages, changes in environment that are communicated via email and other channels regularly
  • Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, and Schedule Adherence and participate in individual/group coaching sessions
  • Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude

A fit for the role? Let's talk about you.

  • We are looking for someone with:

    Education & Skills Required: 

  • Any graduate/ PG is eligible to apply.
  • Excellent communication skills in Mandarin and English (written and verbal).
  • Certificate in CET 4 or above is preferred
  • Comfortable working in a multi-national / cultural environment
  • Ability to communicate correctly and clearly with all customers
  • Work successfully in a team environment as well as independently
  • Technology Support Team expects people to work with minimum supervision, think out of the box, make quick decisions and provide attention to detail.
  • Should have basic knowledge about computer software and hardware.
  • Should be a quick learner and team player.
  • Adheres to Code of Ethics, Vision, Mission and Core Values.
  • Customer Focus:

  • Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
  • Ability to empathize with and prioritize customer needs
  • Demonstrates interpersonal skills with a diverse customer base
  • Demonstrates ownership to resolve challenging customer issues, escalating when necessary
  • Ability to determine customer needs and provide appropriate solutions 
  • Maintain regular and reliable attendance, plan leaves in advance and avoid any unplanned absence.
  • Adhere to daily schedule as assigned
  • Flexible with the working schedule; may be expected to work in different shifts/weekends/holidays and events
  • Ability to work overtime based on business needs
  • Technical Aptitude: 

  • Knowledge of MS Office including Outlook.
  • Knowledge of computer hardware and software.
  • Knowledge of different Operating Systems (Windows, IOS, etc).
  • Knowledge of network and internet.
  • Awareness of latest trends and developments in the technology industry.
  • Technically inclined with a drive to solve technical issues.

Why Deloitte China?

Join Deloitte China

Deloitte China delivers a comprehensive range of audit & assurance, consulting, financial advisory, risk advisory and tax services to local, multinational and growth enterprise clients in China.

  • We are the world's largest professional services firm and change the world, leading with purpose and shared values
  • We are the undisputed market leader, creating value through multi-disciplinary services and innovative digital solutions, and developing world-class leaders and professionals
  • We have been named a "Top Employer China"  in the Chinese Mainland, Hong Kong & Macau since 2006, providing a “High Value, High Touch, High Tech” talent experience


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