Process Delivery Specialist (English Speaking - NZ Support)

IBM; Petaling Jaya; On-site; MYR 30,000 - 40,000; Full time

Job summary

A leading technology consulting firm in Petaling Jaya is looking for a Process Delivery Specialist to handle spare parts inquiries and customer service operations. The ideal candidate should possess an Associate’s Degree or higher and be able to work during New Zealand shifts. Responsibilities include validating claims, managing communication channels, and addressing customer concerns. This is an entry-level fixed-term position offering hands-on experience in enterprise operations.

Qualifications

• Able to work New Zealand shift (3:30 AM – 12:30 PM).
• Owns personal transportation.
• Available to work during Malaysia public holidays.

Responsibilities

• Check and validate spare parts request/enquiry claims.
• Handle inbound and outbound calls & manage email queries.
• Identify common errors and issues to management team.

Skills

Customer Service

Call Centre Experiences

Administrative

Education

Associate’s Degree/College Diploma

Bachelor’s Degree

Job description

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, let’s talk.

Your role and responsibilities

Daily Operations

• Check and Validate Spare Parts request/enquiry claims
• Parts Return / Exchange verification
• Parts Return / Exchange submission
• Handle inbound and outbound calls & manage email queries
• Analyze request and ability to make judgement based on checklist/rules/policy
• Validation and audit of abnormal request based on policy
• Route request/enquiry to appropriate departments based on policy and approval requirement
• Identify common errors and issues to management team
• Resolve concerns and close pending claims by coordinating and chasing concerned parties

VOCs for Parts Related Claims

• Address and ensure complete resolution on concerns and issues
• Ensure resolution is in compliant with processes and closed on time

Others

• Miscellaneous requests concerning Parts Related Claims.

Required education

Associate’s Degree/College Diploma

Preferred education

Bachelor’s Degree

Languages & Availability

Able to work New Zealand shift (3:30 AM – 12:30 PM)

Owns personal transportation

Available to work during Malaysia public holidays

Preferred technical and professional experience

• Customer Service
• Call Centre Experiences
• Administrative

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide ongoing feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can‑do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Job Title

Process Delivery Specialist (English Speaking - NZ Support)

Job ID

84859

City / Township / Village

PETALING JAYA

State / Province

Selangor

Country

Malaysia

Work arrangement

Onsite

Area of work

Enterprise Operations

Employment type

Fixed Term (Fixed Term)

Position type

Entry Level

No Travel

Company

(0088) IBM Malaysia Sdn. Bhd.

Shift

General (daytime)