Executive - Service Delivery Coordinator (English Language Support)

Scicom MSC Berhad; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading service provider in Kuala Lumpur is seeking a motivated individual to manage customer service operations. The successful candidate will be responsible for resolving service issues, providing performance reporting, and ensuring customer satisfaction. The role requires strong interpersonal skills, proficiency in English, and a relevant degree. An attractive salary and performance bonuses are offered.

Benefits

Attractive Salary (RM3,000 – RM4,000)

Performance related bonus

Annual Leave 15 days

Medical Leave 14 days

Medical and hospitalization coverage

Qualifications

• Fresh graduates are encouraged to apply.
• Ability to work independently in a challenging environment.
• Ability to manage multiple customer communication channels.

Responsibilities

• Own and resolve day-to-day service issues.
• Act as a first point of contact for vendor operations.
• Provide regular and accurate operational reporting.

Skills

Interpersonal skills

Customer service

Problem-solving

Data reporting

MS Excel

Communication

Education

Degree, Diploma, or equivalent professional qualification

Job description

Responsibilities of the Role

• Own and resolve day-to-day service issues as highlighted by or relevant to Project Service Providers.
• Act as a first point of contact for vendor operations, ensuring communications are actioned in a timely and effective manner.
• Provide regular and accurate operational and performance reporting to Project Service Providers.
• Maintain governance and audit processes targeted to Project Service Provider KPI achievement and management of cost.
• Manage penalty programs for parts non-return.
• Ensure accuracy of Project Service Provider bonus and pay for performance programs.
• Ensure Project Service Providers are compliant with certification and training programs.
• Proactively identify and act upon opportunities related to customer experience and satisfaction in Service Delivery.

Troubleshooting / Critical Thinking

• Successfully communicates with others to gather information and learn about their needs and expectations.
• Has demonstrated the ability to ask probing questions.
• Can define the concept of solution delivered on first contact and articulate that the solution could be one or more of the following:
• Document and close the call according to the training program.
• Consult a Level 1.5 or other resource for additional help or ‘consult’.
• Escalate to a Level 2 or other resource per Buyer policy.
• Demonstrated ability to follow the identified workflow and troubleshooting process to resolve an issue.
• Demonstrated ability to have empathy with Customer’s situation and to address Customer’s emotional needs (in order to get to a point where the technical need can be resolved).
• Demonstrates good attendance and sees tasks through to completion.
• Willing to do detailed or routine work necessary to achieve results.
• Demonstrated ability to use logical and non-linear troubleshooting techniques to resolve the root cause of a problem.
• Demonstrates understanding and commitment to protecting Customers’ privacy and information.
• Executes policy and procedures to resolve issues and offering suggestions to Customer within his/her defined support boundaries.
• Escalates problems that are beyond his/her scope for resolution.
• Ability to take responsibility for and manage own learning to achieve stated goals in a timely manner.
• Responsible for efficiently and effectively solving issues presented by Customers over the phone, email, chat, paper mail or web site.

Requirements for the Role

• Degree, Diploma, or an equivalent professional qualification.
• Fresh graduates are encouraged to apply.
• Dynamic, highly motivated, and result oriented team player with good interpersonal skills.
• Ability to work in a challenging environment with good initiative and able to work independently.
• Ability to manage multiple customer communication channels and resolve issues promptly.
• Proficient in both spoken and written English language.
• Previous experience working in similar technical support role with demonstrated sales capabilities.
• Background in Data reporting or data Analyst and excellent in MS Excel.
• Demonstrate ability to take ownership of Customer issue and follow-up with Customer to ensure a successful resolution and delightful experience.
• Attention to detail with Customer and case documentation.

The Package

• Attractive Salary (RM3,000 – RM4,000).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Damansara Uptown.