Executive - Service Delivery Coordinator (English Language Support)

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.