Service Delivery Specialist - Fixed Services

Discover your 100% YOU with MicroSourcing!

Position: Service Delivery Specialist – Fixed Services

Location: Picadilly Site, BGC

Work Setup & Shift: Onsite | Day Shift

Why join MicroSourcing?

You'll have:

• Competitive Rewards*: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Be a part of something big at Microsourcing! We're building a new team to support Australia's dynamic challenger in the telco space, a company committed to redefining customer experiences and pushing the boundaries of digital innovation. This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

About the role

We are seeking a highly motivated Service Delivery Specialist to ensure the highest standard of change management for our business customers. This is a non-technical role focused on coordinating and completing various change activities across deployed networks and solutions, including:

• New service delivery
• Customer site relocations
• Service terminations
• Modifications to existing fixed services

Requests often involve a multitude of products and customer segments, making them complex and time-consuming. The successful candidate will leverage in-depth process and procedural knowledge of all supported products to meet customer requirements accurately the first time, thereby preventing rework and revenue loss.

The ideal individual must possess excellent attention to detail, strong autonomy, and be proficient in communicating with customers via phone and email.

What You'll Do:

Accurate and Timely Work Completion

• Process customer orders accurately and on time, aligning with both customer and company expectations.
• Adopt a 'get it right first time' approach by confirming exact customer requirements upfront to avoid rework.
• Demonstrate meticulous attention to detail regarding customer contracts, pricing, and product specifications.
• Ensure all orders raised in systems comply with IPND (Integrated Public Number Database) requirements. Address any historical compliance failures through ad-hoc updates or bulk exception requests as needed.
• Respond to customer and internal stakeholder requests in a timely manner.
• Escalate any bottlenecks or issues impacting accurate and timely work completion to the Team Leader/Manager.
• Handle all rejects/exceptions promptly and accurately.

Strong Communication

• Provide regular, agreed-upon updates to customers, vendors, and internal workgroups as outlined in team processes, ensuring smooth and efficient end-to-end delivery.
• Manage internal workgroups to meet customer schedules, especially for complex projects involving multiple sites or services requiring project-based coordination.
• Resolve customer issues effectively when they arise, collaborating with other departments as necessary.
• Provide constructive feedback on errors/exceptions to managers to support team member learning.
• Manage external vendors to achieve completion within required timeframes.

Time Management and Prioritization

• Effectively manage multiple customer orders of varying complexity based on customer needs, expectations, and internal timelines.
• Apply problem-solving and negotiation skills to resolve complex issues encountered during high-end change interactions.
• Utilize various systems and tools to keep customers updated on progress and any roadblocks.
• Efficiently manage customer communications across various formats (email, business portal, calls, Teams, etc.).

Teamwork

• Contribute to developing and improving processes to streamline Order Management tasks.
• Collaborate with the Team Leader to extract and interpret relevant reporting data regularly.
• Actively participate in team meetings and activities.
• Maintain required attendance and productivity levels to ensure team success.

Continuous Improvement

• Contribute to process improvement initiatives as required.
• Assist with deep-dive analysis on customer orders, seeking opportunities to simplify processes and reduce manual tasks.
• Report on customer, system, or network challenges, aiming for overall systemic improvements rather than just individual order resolution.
• Identify opportunities to provide proactive support.
• Link similar functions and tasks to maximize team efficiency.
• Assist the leader in progressing and maintaining quality procedures within the departments.

What You'll Need:

• Experience: 2-3 years relevant work experience in a similar industry (e.g., telco with significant customer management/technical exposure).
• Telco Product Knowledge: In-depth understanding of Telco Fixed (data & voice) products, including Fixed, Voice, PSTN, and 5G Fixed Wireless Access.
• Service Delivery Expertise: Proven experience in service delivery, including new adds, changes, relocations, terminations, and comprehensive order creation and management.
• Management Skills: Excellent Time Management and Change Management skills.
• Customer Service: Demonstrated strong customer service skills across various communication methods.
• Technical Proficiency: Competency in Microsoft Office software (Word, Excel, Outlook).
• Industry Knowledge: Working knowledge of Telco products across both business and consumer portfolios.
• Regulatory Knowledge (Preferable): Knowledge of IPND (Integrated Public Number Database) compliance requirements and processes.

Why This Role is Awesome:

• Make a real impact: You'll play a key role in helping customers get the most out of their mobile services.
• Be a problem-solver: You'll use your skills to tackle challenges and find creative solutions.
• Work with a great team: You'll be part of a supportive and collaborative team.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

*Terms & conditions apply