Customer Experience Lead

Logicalis GmbH; Cyberjaya; Hybrid; MYR 90,000 - 110,000; Full time

Job summary

A global technology service provider is seeking a Customer Experience Lead to direct their Service Desk team in Cyberjaya, Malaysia. The role involves monitoring performance, driving service improvement, and leading a skilled team while promoting a customer-centric culture. A deep understanding of ITIL processes is essential for successful candidates, alongside strong leadership and communication skills. Enjoy hybrid working arrangements and opportunities for career growth.

Benefits

Supportive team environment

Flexible working model

Professional development opportunities

Qualifications

• Experience in a Service Centre or Managed Service environment.
• Ability to lead and motivate a team.
• Strong understanding of service level agreements.

Responsibilities

• Lead the Service Desk team providing excellent service.
• Monitor service stats and drive key performance trends.
• Act as the escalation point for operational issues.

Skills

Customer management skills

ITIL processes understanding

Problem-solving mindset

Great communication skills

Education

ITIL Foundation accreditation

Job description

As the Customer Experience Lead within our Managed Services business, you will lead the Service Desk team providing excellent service to our managed service customers. You will monitor and drive key service stats and help coordinate resources to ensure high levels of service are maintained. This role is a combination of technical resolution and team oversight where you will lean on your technical knowledge/experience to guide and coach the team in best practice resolution.

#LI-AC1

Requirements

Lead, motivate, and prioritise the service desk team to achieve strong team performance, productivity, and engagement.

Conduct performance reviews with the team, document and track their career and development plans.

Monitoring key performance trends, and proactively identify and mitigate any operational risks.

Ensure the team are delivering positive customer outcomes within the agreed service levels agreements.

Act as the escalation point for any critical operational issues for your team.

Host regular team meetings and encourage a collaborate and supportive team environment.

Diagnosing issues and provide solutions, utilising knowledge entries to achieve service restoration where possible.

Regularly review your teams’ operational processes to ensure documentation and KB’s are maintained and current.

Attend meetings with customers as required with Service Delivery Managers

About You:

You will display and apply a customer first attitude in each interaction

Illustrate an understanding of wider business goals and objectives

Hold previous experience in a Service Centre or Managed Service environment

Demonstrate a strong understanding of ITIL processes and have ITIL foundation accreditation as a minimum

Possess excellent written and verbal communication skills in English

Be conscientious of workload and work distribution with the ability to work autonomously throughout the team.

Exhibit demonstrable experience of being a visible, approachable leader.

Keen problem-solving mindset with the ability to guide teams to outcomes across a variety of IT supports areas

Pride yourself on being a self-starter who works well under pressure with a high attention to detail;

Exhibit excellent customer management skills and a strong understanding of Service Level Agreements.

Exhibit passion and desire to develop and share knowledge

KPI’s will be measured at an individual and team level where appropriate:

Ticket performance compliance

Customer satisfaction score within agreed target

Phone answered or tickets responded within SLA

First call resolution

Ticket triage compliance

Ticket age compliance

As a valued member of ‘Logicalis Asia Pacific MSC' you will enjoy several benefits, such as;

Supportive team environment: Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shout-out and there will always be help"

Pick your own adventure: Our people have moved from Helpdesk to Cloud-Engineering. Admin to Project/Program Management. Project Management to Product Development. If something interests you, we'll fund you to learn it, so you can become it!

Breadth of experience and purpose: People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success.

Flexible, modern, working arrangements: A hybrid working model that allows for a balance of productive remote working and in-person collaboration.

Do I need to meet all the requirements to apply?

No. Studies by several different sources have shown that, on average, men will apply for a job if they meet 60% of the requirements. In contrast, women, non-binary, and neurodivergent people aim for closer to 90%! Please don’t let us miss out on everything you have to offer just because there is some upskilling to do. We can teach the specifics of the job. What we can’t teach is Character – ie Confidence, Capability, Curiosity.

About us:

We are Logicalis, Architects of Change. We assist organizations in succeeding in a digital-first world by harnessing our collective technology expertise. Our lifecycle services, including cloud, connectivity, collaboration, and security, optimize operations, reduce risk, and empower employees. As a global tech service provider, we also deliver managed services to provide real-time visibility and insights across clients' digital ecosystems. With 7000+ employees in 27 countries, we help 10,000+ clients globally create sustainable outcomes through technology.

For people living with disabilities or neurodiversity; adjustments and support will be made available to create a more comfortably aligned application process. If you need any specific accommodations (tools, time, etc.), and feel comfortable disclosing this, please let us know and we’ll be glad to facilitate.

About Us

Logicalis is an international solutions provider of digital services currently accelerating the digital transformation of its 10,000 customers around the world.

Through a globally connected network of specialist hubs, sector-leading experts (in education, financial services, government, healthcare, manufacturing, professional services, retail and telecommunications) and strategic partnerships (including Cisco, Microsoft, HPE, IBM, NetApp, Oracle, ServiceNow, and VMware), Logicalis has more than 6,500 employees focused on understanding customer priorities and enhancing their experience.

AsArchitects of ChangeTM, Logicalis’ focus is to design, support, and execute customers’ digital transformation by bringing together their vision with its technological expertise and industry insights. The company, through its deep knowledge in key IT industry drivers such as Security, Cloud, Data Management and IoT, can address customer priorities such as revenue and business growth, operational efficiency, innovation, risk and compliance, data governance and sustainability.

Logicalis Group, with annual revenues of $ 1.5 billion annually, maintains operations in Europe, North America, Latin America, Asia Pacific and Africa and is part of Datatec Group, which is listed on the Johannesburg Stock Exchange (JSE:DTC), with revenues of more than $ 4.1 Billion.