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Global Call Centre Analyst (Mandarin Speaker)

Job Posted at: 2021-11-16 11:52:00




2021-12-16 11:52:00

Full Time


Job Scope

Huntsman Global Business Services is looking for Global Call Center Analyst (Mandarin Speaker). This role is a key position within the service management team responsible for the delivery of service via to our customers via the Global Call Center. The role will be responsible to handle all incoming calls, chats, incidents and requests created via our IT service portal. The ideal candidate will be located in Kuala Lumpur.
Our office in Kuala Lumpur is home to our dynamic Global Business Services team who provides strategic and transactional services for Huntsman from our Shared Service Centre. They offer quality support to a diverse global team, drive collaboration and efficiency, and helps unlock growth with improved service delivery. Opportunities are available in the areas of IT, Accounting, Internal Audit, Finance, Human Resource etc.
We invest in the future of our people through on-the-job training and career coaching. You can experience classroom training and workshops, overseas training and online training courses, to name a few. Our Talent Program, rotational assignments and Buddy programs help guide your career path to long-term success. As you grow professionally, you’ll be supported with robust compensation, comprehensive benefits and a spirit of belonging. If you are looking for challenging work, dynamic opportunities and a supportive culture, you’ll find good chemistry at our KL office.

What will your day to day look like?
Provide backend support to ensure the provision of end-to-end incident management, service requests and access management within agreed service levels. Responsibility for the end-to-end ownership for Service Request and Incident as part of team delivery, including the support for Huntsman IT service in Warehouses, third-party suppliers & Huntsman end-customers using e-Business functionality. Interface with the 2e line resolver groups to ensure priorities are set and the correct information flows. Operate the Global IT end user support processes and information in line with the Customer Service procedures ensuring high accuracy and quality information. Fully contribute to activities that meet and integrate with Huntsman & Global IT organizational requirements for quality management, health and safety, legal stipulations, environmental policies and general duty of care. Responsible for ensuring a positive customer experience for any interaction / incident and request owned. Perform User Administration in accordance with approved (e.g. SOX) procedures to create, modify, and delete user ids in an efficient manner and with proper documentation. This would include creation of new user ids, assigning of elevated rights, resetting passwords or notifying user of the password reset tool when appropriate, removing access based upon audit or SOX tickets, and deleting user ids based upon leavers tickets or inactivity reviews. Responsible for call center support activities via Global Call Centers. Works to resolve service requests by providing remote support and resolving incidents within the agreed service level. Responsible for managing an individual incident through the Incident Management or request management process, assessing their technical requirements and ensuring cross-team coordination to ensure resolution. Works with various “resolver groups” to close issues and reaches out to other IT departments where deemed necessary. Contributes to the team objective to resolve to the maximum of their capabilities of the customer interactions at the first point of contact, ensuring that the information is complete or / and by facilitating the restoration of normal operational service or workaround with minimal business impact on the user through knowledge and understanding in methods, systems and procedures. Charged with capturing and recording high quality information and actions, monitoring their ticket queues, and respond timely to new tickets. Also tracks pending & assigned tickets. Works with resolver teams to ensure users are kept informed of progress and escalate when needed in order to meet the positive customer experience goal. Support services may include, but are not limited to Windows domains, Active Directory, Terminal Server, Mobility Support, Printers • Internet, Hardware, VPN • MS Office, Windows 7 & 10, Lotus Notes / Outlook • Storage, Network, Security, Applications & Client Services • Business Applications support to specialist systems. e.g., SAP, GMIS, Product EHS, E-Business portal Contributes and adheres to call center process compliance and improvement initiatives. Actively contributes towards projects for further improvement of the organization and the processes. Deliver against a Service Desk Improvement plan, which is part of the overall Customer Service Improvement strategy. As a request owner, coordinate all activities required to complete a request. Leverages Huntsman’s social networking capabilities to capture support activities, increase business communication and help support end-users ; Promotes self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs. Other general responsibilities: • Follows instructions and performs other duties as may be assigned by supervisor. • Assists other employees in accomplishment of Huntsman company goals. • Ensures adherence to the schedule set by the team leads. • Participates in and completes company-required training programs. • Participates in Environmental, Health, & Safety initiatives as set forth by the company. Participates in and completes company-required training programs. • Participates in Environmental, Health, & Safety initiatives as set forth by the company.

What skills and experiences are we looking for? Bachelor’s degree in Business/Computer Science with 2 years of related experience Associate degree in Business/Computer Science with 4 years of related experience Must have a level of proficiency with Internet, Email, and Microsoft programs Fluency in written and spoken English & spoken Mandarin. Other languages are an extra (not required) Experience in working in a multinational environment would be a plus Good understanding of the Huntsman businesses (divers & complex from an IT Service Support point of view) and internal IT resolver groups, ensuring dispatching or escalation of calls & work orders to the appropriate resolver groups (internal & external) to maintain SLA / OLA Ability to adhere to the quickly changing processes and procedures within the Service Desk environment.

What can we offer? Huntsman offers unsurpassed opportunities to build a successful future. We are a global specialty chemical company with locations in 30 countries around the world, employing over 9,000 associates. Our diverse portfolio creates a range of career fields including manufacturing, research and development, technical services, sales and marketing, customer service – and the list goes on. Here, you can make an impact and make a difference. Come join us.

Job Requirements

Minimum Working Experience

2 Years

Minimum Education

Bachelor's Degree

Field of Study

Computer Science/Information Technology


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