Overview
Service Delivery Officer/ Executive (Open for Fresh Graduates) Jobs in Federal Territory of Kuala Lumpur, Malaysia at ViewQwest
Title: Service Delivery Officer/ Executive (Open for Fresh Graduates)
Company: ViewQwest
Location: Federal Territory of Kuala Lumpur, Malaysia
Responsibilities:
- Serve as primary interface and customer advocate, ensuring service delivery aligns with SLA obligations. Manage customer expectations to secure satisfaction with deliverables.
- Coordinate closely with the technical team and product vendors during the delivery stage. Ensure proper escalation both internally and within vendor organizations.
- Proactive engage customers on key issues, providing progress updates to both the customer and company management until satisfactory closure.
- Provide timely updates on delivery and provisioning stages. Organize and coordinate meetings as needed, following through on actions.
- Maintain rapport and familiarity with customer and vendor personnel, understanding relevant business practices, processes, and procedures.
- Collaborate with the Service Delivery Team Lead to improve operational efficiencies, enhance the customer service experience, and reduce service delivery lead times for ViewQwest products.
Requirements:
- Experience in Data Communications, Computer Engineering, or a related customer service field.
- Background in technical support service delivery, network operations, or project management within the telecom industry, with a solid understanding of operator processes.
- Experience in a call center environment and familiarity with general troubleshooting of networking issues is an added advantage.
- Proven experience managing SLAs, understanding portfolio relationships to service delivery, and handling situations where customer demands exceed contractual scope.
- Strong documentation, reporting, and task-tracking skills.
- Customer-focused mindset with a proven record of managing customer relationships and driving satisfaction.
- Ability to prioritize issues and manage technical concerns raised by customers effectively.
- Self-motivated with a strong sense of responsibility and urgency.
- Excellent verbal and written communication skills, with the ability to work independently under pressure.
- Basic understanding of telecom technology, enterprise networks, and enterprise voice services is advantageous.
- Experience with CRM or similar systems is a plus.
