Service Delivery Executive

Viewqwest Private Limited; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading telecommunications company is seeking a Customer Service Advocate to engage with customers and manage service delivery. The ideal candidate will have experience in data communications or related fields, technical support background, and strong communication skills. Responsibilities include managing customer expectations and coordinating with technical teams. Join a fast-growing brand committed to delivering outstanding service in Malaysia.

Qualifications

• Experience in a call center environment preferred.
• Background in telecom industry processes.
• Ability to manage SLAs and customer relationships.

Responsibilities

• Serve as primary interface and customer advocate.
• Coordinate closely with technical team and vendors.
• Proactively engage customers on key issues.

Skills

Customer-focused mindset

Strong documentation skills

Technical troubleshooting

Verbal and written communication

Education

Experience in Data Communications or Computer Engineering

Tools

CRM systems

Job description

ViewQwest is one of the fastest-growing and dynamic brands in Singapore and Malaysia’s telecommunications industry. We strive to always be better by delivering consistent and outstanding service to our customers. Not only do we believe in our products and services, but we are also passionate and proud of the work that we do.

Be part of the team that brings #BetterBroadband to everyone! Be Better, Join the Fastest!

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.
• Proactively 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.

Qualifications

• 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.