Service Delivery Specialist

About the role

As a Service Centre Operations Manager at ASUSTek Computer Malaysia Sdn Bhd, you will be responsible for overseeing the day-to-day operations of the company's authorized service partner in Malaysia. This is a full-time position that plays a crucial role in ensuring efficient and effective customer support for ASUSTek's products and services.

What you'll be doing

• Manage ASUS business post-sales support infrastructure to ensure the delivery of service through ASUS service partners.
• Manage the service performance to customers, ensure that service levels are achieved in the line with contract / SLA, and deliver outstanding customer service across the location.
• Execute ad-hoc strategic initiatives as and when required by management.
• Periodic review of existing systems and processes to ensure it is in good order as well as to implement improvement.
• Managing the resources and ensure service coverage is provided according to the agreed resource capacity.
• To be the provisioning escalation point for specific services for both internal and external customers.
• To find out the root cause of issue arising from stakeholder for problematic works order and to provide a progress update on systems, customers, and sales.
• To analyze provisioning reports so as to identify the milestones that have passed the deadline and not been acted upon by respective stakeholders.
• Supports the service process by helping to identify opportunities as well as assisting with qualification and analyzing client needs and requirements.

What we're looking for

• Candidate must possess at least a Diploma / Bachelor’s Degree in Business Studies/ Administration / Management or equivalent.
• FRESH GRADUATE are welcome to apply though.
• At least two (2) years of working experience in the related field is required for this position.
• Able to work well in a fast-paced change, have excellent problem-solving skills, and take initiative in leading change to improve customer satisfaction.
• Fast learner who is pleasant, patient, and self-disciplined.
• Good command of spoken and written English.
• Ability to speak and write in Mandarin would be an added advantage as the role requires the candidate to deal with counterparts from Taiwan.