WISE AI Hiring! Full Time Service Delivery Executive in Selangor - Ricebowl

Job Summary

We are looking for a Service Delivery Executive to join our team. The ideal candidate will be responsible for supporting and maintaining the delivery of the company’s eKYC solutions to clients. This role involves handling client inquiries and reported issues, coordinating with internal technical teams, ensuring service standards and SLA commitments are met, and maintaining strong customer relationships to achieve high customer satisfaction.

The candidate is expected to work closely with Project Managers, AI Engineers, and Software Engineers to ensure smooth project delivery and operational support.

Key Responsibilities

• Develop a strong understanding of the company’s core products and eKYC solutions.
• Handle and manage client inquiries, issues, and support requests in a timely and professional manner.
• Perform initial investigation and troubleshooting of reported issues before escalating to the relevant internal teams when necessary.
• Coordinate closely with AI Engineers, Software Engineers, and other technical teams to resolve client issues effectively.
• Ensure all support activities and issue resolutions comply with the agreed Service Level Agreement (SLA).
• Monitor customer satisfaction and maintain positive relationships with clients through effective communication and follow-up.
• Assist Project Managers in project coordination, client communication, and delivery-related tasks when required.
• Prepare and maintain monthly service reports, issue tracking, and operational updates.
• Build and maintain strong internal relationships across departments to ensure smooth collaboration and issue resolution.
• Build strong external relationships with clients to support long-term business engagement and service excellence.
• Continuously identify areas for service improvement and contribute to process enhancement initiatives.

Requirements

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or related field.
• Prior experience in service delivery, customer support, project coordination, or technical support is an added advantage.
• Good understanding of software systems, APIs, or digital solutions is preferred.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Good problem-solving and coordination skills.
• Customer-oriented mindset with strong attention to detail.
• Ability to work collaboratively with cross-functional teams.

Preferred Skills

• Experience supporting SaaS or enterprise solutions.
• Familiarity with eKYC, AI solutions, or identity verification systems.
• Experience working with ticketing or issue tracking systems.
• Basic technical understanding of system integration and troubleshooting processes.