BT Contract Associate 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, Cost Control, Billing etc.).

Purpose Of Role:

Contract delivery shared service delivers critical business functions for BT’s large and complex tier 4 & 5 contracts. A contract associate is required to carry out the processes which includes commercial functions like billing and operational functions like project managing service requests in a timely manner while achieving required quality parameters - exceeding or meeting the SLA targets. The associate must understand pricing and be able to work independently on producing deliverables in each of CDSS towers meeting the RFT and personal targets. Be able to participate in relevant trainings and work under the floor operations management team in the defined operations framework. Be able to work and flexible in working in rotating shift environment to support global time zones and customers.

Key Responsibilities:

  • Handle back office (and in most cases speaking to the end customer) processing tasks including reconciliations, commercial management and transaction processing in an efficient and accurate fashion for CDSS customers

  • Follow through tasks and take ownership to ensure they are completed to the required standards

  • Delivering excellent customer service without compromising business needs

  • Escalate queries to a team manager as appropriate, and ensure these hand-offs are completed in a timely fashion

  • Ensure all requests are handled within required service standard

  • Establish and maintain effective working relationships with colleagues and customers alike

  • Maintain regular and consistent attendance, punctuality and appearance

  • Pursue personal development of skills and knowledge necessary for the role, and take responsibility for own learning

  • Analyze and interpret financial statistics and other data and produce relevant reports

  • Adhere to stated policies and procedures relating to quality management

  • Think out of the box to deal with in-life process issues to meet customer SLA


  • Minimum of two years experience in either a UK Telecom, banking and/or finance role or international BPO experience

  • Experience of carrying out financial reconciliations- desirably in the areas of revenue and commercial data

  • Highly Numerate, good understanding of Microsoft Excel

  • Excellent written and spoken English

  • Minimum graduate level education (3 Year degree course)

  • Competence in Windows based tools (Outlook/Word/Excel/Access)

  • A self starter and ability to manage their own work with minimal guidance

  • Commercial acumen or project delivery capability


  • Being able to work in a team

  • Being able to follow a standard operating model and governance

  • Being able to take ownership if tasks assigned and complete them on time, escalate early to the Operations management

  • Experience in working in a diverse and fast paced work environment

Job: Customer Service and Contact Centres

Title: Contract Associate

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

Requisition ID: 66505