**Overview**:**Salary**:3,500 MYR ~ 5,500 MYR**Industry**:IT/Telecommunications- Act as the primary interface managing the services relationship between the client and company- Perform client-facing service activation activities and support GDC in service activation completion- Operations performance, including: Service Improvement Plans, Establish, monitor, and report Service Delivery Reports, Escalation management and Meeting Management with Clients.- Major Incidents - Scrutinize adherence to process, recommends changes when SLA is not met, and work with larger delivery teams.- Change Management - Manage and own all RoE Changes.- Service First - Own Service First asset verification and contract status.- Vendor Backout - Manage backout issues with Vendor.- Provide assurance regarding the compliance of, and lifecycle management for, all contracted Services.- Receive and manage change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations, etc.- Interface with internal contract management teams to normalize and execute change orders.- Review new offers and service capabilities with the appropriate members of the team- Support billing / invoicing inquiries and/or disputes.- Monitor client satisfaction and identify service improvement plans to address client's satisfaction with the service.**Qualifications**:**Requirement**:- At least 2 Year(s) of experience in customer service, service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider.- Bachelor's Degree/Post Graduate Diploma/Professional Degree/Vocational in Engineering or equivalent.- Ability to establish strong relationships with internal stakeholders and external clients.- Strong ability in managing coordinated delivery of service.- Excellent written and verbal communication skills.- Good at solving problems and can use initiative to drive innovation.- Excellent client service orientation.- Assertive in approach and displays excellent persuasion and influence abilities.- Highly analytical with proven negotiation skills.- Passionate, strong initiative, self-driven with a commitment to succeed.**English Level**:**Other Language**:Malay, Mandarin, English**Additional Information**:**Benefit**:- On Target Bonus - 20%- Medical benefits (inpatient & outpatient) cover staff & immediate family- Group Term Life Insurance- Wellness Benefits (sports membership/gym membership)- Dental Claim- Health Screening- AL: 15 days, MC: 14 days**Working Hour**:9am ~ 6pm**Holiday**:**Job Function**:- Custmer support/service- Support/Maintenance/Operation/Training- Other(Business Administration & Management)
