BT Contract Associate - SRM in Kuala Lumpur, Malaysia

Unit Presentation:

Contract Delivery Shared Service (CDSS), is the Shared Service of choice of BT supporting Lead to Cash (L2C) business processes. CDSS is a global organisation of 1000 staff globally including 160 in Malaysia supporting: Customer Service Request Management (from request handling to quoting, ordering and delivery tracking) and Commercial Operations (Inventory Management, Revenue Assurance, Billing, Contract Management etc).

Purpose of The Role:

The role holder is principally responsible for managing CDSS internal and external customers’ service requests. An SRM will be responsible for managing CDSS customers’ requests, including pricing and ordering activities. The role holder will act as point of contact across Account, Technical Design and Delivery teams.

SRM is typically responsible for existing customers’ contract in-life quoting and ordering requests, sending proposals both to BT Internal and external customers and to keep relevant Request Management tools up-to date.

The role holder is responsible to place all the orders in a timely manner, as per contractual SLAs, on BT and 3rd parties ordering tools.

SRM must have a wide knowledge about BT Product Portfolio, how to price and order the products which are in scope of the requests. They must be able to categorize incoming requests as per their complexity level. SRM must keep proper track of their request in BT Internal tracking tool, they must provide daily, weekly, monthly updates to their stakeholders about requests’ life cycle in the L2C process.

Key Responsibilities:

  • To manage existing CDSS internal and external customers’ request for pricing

  • Receive and long incoming request

  • Raise pricing request in appropriate BT or 3rd party pricing tools

  • Create Price offer sheet as per pricing guidelines

  • Keep BT Internal tracking tool up-to date with customer general and technical information

  • Keep respective Request Manager tool up-to date

  • Create Proposal upon receipt of customer approved Pricing Sheet

  • Keep agreed SLAs

  • To manage existing CDSS internal and external customers’ request for ordering

  • Receive and long incoming request

  • Validate customer requests as per clean order check

  • Raise order in BT Internal or 3rd party ordering tool

  • Follow up order till the end of its life cycle

  • Act as a point of contact for Account, Technical Design, Bid Management, Bid Implementation Management and Service Delivery Teams

Qualifications:

  • Typically Bachelor of Business Administration, Economics, or equivalent

Skills/Experience:

  • 2 year experience in relevant L2C operations

  • Experience in Customer Service Management is an advantage

  • Fluent English is a must, another Asia language is an advantage unless it is specified as a must

  • Good knowledge of MS Office Applications

  • High level of accuracy

  • Good commercial sense

  • Excellent problem solving skills

  • Team player

Job: Customer Service and Contact Centres

Title: Contract Associate - SRM

Location: South East Asia-Malaysia-Kuala Lumpur-Kuala Lumpur

Requisition ID: 71040