Service Delivery Officer

ViewQwest is 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, we are also passionate and proud of the work that we do.

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

Responsibilities:

• Serve as primary interface and customer advocate for customers on service delivery and ensure in accordance to the SLA obligations. Manage customer expectations and perceptions to secure customer satisfaction in relation to deliverables.
• Work closely and coordinate with the technical team and product vendor during delivery stage. Ensure proper escalation internally as well as within vendor organisation.
• Proactive in engaging customers on key issues and to provide the customer and company management team with progress updates till a satisfactory closure.
• Provide proactive updates to customers on delivery and provisioning stages. To organise and coordinate meetings for all parties when necessary and follow through.
• Maintain rapport and familiarity with customer and vendor personnel, as well as with relevant business practices, processes and procedures.
• Work closely with Service Delivery Team Lead to improve day to day operational efficiencies, continue to improve customer service experience, service delivery lead time for ViewQwest products.
• Experience in a call center environment as well as familiarity with general troubleshooting of networking related problems is an added advantage for this position.

Requirement

• Experience in Data Communications or Computer Engineering or related customer service field.
• Experience in technical support service delivery, network operations or project management within the telecom industry and good understanding of operator processes.
• Experience in managing SLAs, understanding portfolio and relationship to service delivery, and able to handle situations when customer demand services beyond scope of contract.
• Diligent in documentation, reporting and tasks tracking ability.
• Strong customer support attitude to drive customer satisfaction and a proven background in managing customers.
• Ability to understand how to prioritize issues and to discuss and drive technical issues reported by the customer in an appropriate manner.
• Self-motivated with strong sense of responsibility and urgency.
• Strong verbal and written communication skills are required. Excellent people management skills with the ability to work independently and cope with pressure.
• Basic understanding in Telco technology, Enterprise Network, Enterprise Voice services will be advantage.
• Exposure on how to operate CRM alike system will be advantage.