BT Contract Subject Matter Expert in Kuala Lumpur, Malaysia
Contract Delivery Shared Service (CDSS), is the Shared Service of choice of BT supporting Lead to Cash (L2C) business processes. CDSS is a global organization 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:
To provide functional leadership of one or more Customer Service functions, provide coaching and mentoring to Advisors from a functional perspective. Act as the champion of a specific area/ subject within Customer Service and present Customer Service capabilities to our customers. Take ownership of changes to processes and the communication of changes through training.
Has specific domain knowledge of one or multiple Customer Service areas
Acts as a change agent within CBS operations to enhance and improve business process
Has in-depth understanding of a specific CBS Operations function, including relevant metrics, SLA, targets and required behaviors.
Delivers functional training and work closely with Training manager/ trainers in the delivery of the training
Takes ownership of SLAs for his/ her teams
Able to challenge existing processes and recommend improvements. Has the ability to communicate and convince others to adhere to process changes and improvements
Identifies areas for process improvement in their respective functional area and provide inputs to business efficiency and transformation activities
Maintains a central repository for all documents and process flows
- Degree level education (minimum 3 years college education)
In depth knowledge and understanding of specific customer service process(s)
Has worked in a similar operational environment in telecoms sector
Understands operational metrics and SLAs
Has track record or ability to provide coaching to a team and support to team manager.
Creates relevant business process documentation
Competent in in Windows based tools. (Outlook/Word/Excel/PowerPoint)
Deals with escalations and complaint handling
Works well in a team and in a diverse and fast-paced work environment
Follows a standard operating model and governance
Takes ownership if tasks assigned and complete them on time. Knows when to escalate issues
Job: Customer Service and Contact Centres
Title: Contract Subject Matter Expert
Location: South East Asia-Malaysia-Kuala Lumpur-Kuala Lumpur
Requisition ID: 67389