Information Technology

Customer Experience Specialist (Client Delivery, Assistant Manager)

Petaling Jaya, Malaysia

Regional Delivery Centre for Multinational Telecommunications Company

Our CLIENT is a premier Regional Delivery Centre (RDC) committed to bringing the best global communication solutions to global customers such as Australia & Singapore. They are talent-centric and drive customer experience through improved satisfaction and operational performance that covers ICT, project management, carrier services, and service provisioning to provide world-class and exceptional delivery. They are seeking an experienced Client Experience Specialist (Client Delivery Assistant Manager) to take on and ensure successful Client Delivery for their Australian enterprise clients. If you have a track record in successfully achieving/exceeding operational goals and knack for service delivery - we want you!

At least 3-5 years Client/Service delivery manager experience with good understanding of ITIL/ITSM, and an excellent communicator in English.

Compulsory experience

At least 3-5 years Client/Service delivery manager experience with good understanding of ITIL/ITSM, and an excellent communicator in English.

What You Will Do

You will play the critical role as Client Delivery Assistant Manager for enterprise clients and incident escalation point.

Maintain an overall regular view of all incidents impacting the customer, and drive the delivery of remedial actions and recommendations. You will ensure timeline and consistent delivery of all service management capabilities.

Drive outcomes in service provisioning.

Manage third party vendor agreements applicable to the client as needed and ensure that all contracted deliverables are being met.

Drives the achievement of customer satisfaction and service excellence targets.

Supports Project Services and project leads to ensure delivery of projects on time and on budget, and have been accepted into the operational environment.

Support Account Manager and/or onshore Client Delivery Manager in identifying new customer business requirements through regular client interaction, leveraging Company innovation and creativity mapping requirements to potential sales or organic growth opportunities.

What You Need:

At least 3-5 years of ICT Industry experience with minimum of 2 years Client/Service delivery manager experience.

A track record in successfully achieving/exceeding operational goals and the ability to work and perform in a matrix organization structure.

Experience in effective utilization of remote delivery capability.

Good understanding and knowledge on ITIL/ITSM.

Excellent command of the English language (both spoken and written) for handling senior stakeholders from Australia (among other countries).

Able to handle escalations and able to deal with it effectively and efficiently.

What's On Offer:

  •   Offered Salary

:

Up to RM 8,000 + RM200

  •   Working hours

:

Mon-Thurs : 6.30AM-4PM, Fri : 6.30AM-3.30PM to align with Australian Business Hours.

  •   Type             

:

Permanent Position

  •   Work Location 

:

Petaling Jaya, Malaysia

  •   Offered Benefits

:

Health insurance coverages, Work-From-Home & more staff perks!

Ease of access: Central HQ location