Job Description

Are you ready to unleash your potential?

At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve.

We believe we have a responsibility to be a force for good, and WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable, inclusive as well as sustainable business practices.

Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals.

We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated, and everyone is recognised for their contributions.

Ready to unleash your potential with us? Join the winning team now!

Work you’ll do

• 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 issue 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 of 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 process, procedures and member firm polices 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

Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We connect our purpose and shared values to identify issues as well as to make an impact that matters to our clients, people and the communities. Additionally, Analyst across our Firm are expected to:

• Demonstrate a strong commitment to personal learning and development.
• Understand how our daily work contributes to the priorities of the team and business.
• Understand the set expectations and demonstrate accountability in keeping personal performance on track.
• Actively focus on developing effective communications and relationship-building skills with stakeholders, clients and team.
• Demonstrate an appreciation for working with others.
• Understand what is fundamental to Deloitte’s success as a business.
• Demonstrate integrity and an awareness of strengths, differences, and personal impact.
• Develop their understanding of Deloitte and offer a fresh perspective.

Requirements

• Minimum of 1 to 4 years of Call Center experience
• Any Bachelor’s degree required
• 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 the contact center operations.
• Understanding the contact center industry, client relationship, understanding market trends and have 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 weekend.

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

Job Requirements