Executive Service Delivery Coordinator (English Language Support)

Kuala Lumpur - Malaysia

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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 Customers situation and to address Customers 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 (RM3000 RM4000).
Performance related bonus for confirmed staff.
Annual Leave 15 days.
Medical Leave 14 days.
Medical and hospitalization coverage.
Working Location: Damansara Uptown.

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 p...

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 Customers situation and to address Customers 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: