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Service Delivery Account Manager Lead

1 month ago

Kuala Lumpur, Malaysia Aeco Energy Full time

_Are you looking for a challenging role where you can grow personally and be an integral part of leading a dynamic, proactive, and dedicated team of people? _
- Are you a focused leader who works best with defined tasks in a well-defined process and are results-driven. _
- Are you looking for a professional career with prospects for career advancement in a growing team?_
- Are you a strong communicator that loves to communicate, who are proactive and passionate about company products and the clients they serve?_

**THEN WE HAVE THE OPPORTUNITY FOR YOU**

**ABOUT US**:
**Aeco Energy Group** provides the **Power Choice** and **AECO Energy** brands of electricity brokerage and consulting services. We have been operating in Australia and Singapore for over 14 years. We service deregulated electricity markets, we provide businesses Software as a service, business services, information services and procurement services for electricity contracts in a dynamic and changing market. We help businesses save time and money by using our technology, market knowledge and information to allow them to source their energy needs in a more effective and efficient manner.

**Our products.** We are a B2B energy consultancy and brokerage company. Our team of experienced Analysts, Engineers research and study our customers’ energy needs and negotiate with energy suppliers to derive optimal cost and energy-saving solutions. We also provide energy consultancy services for businesses.

**ABOUT THE OPPORTUNITY**:
We are looking for Customer Experience & Service Delivery Team Lead

You are primary responsible for supervising a team of Service Delivery Account Managers (SDAMs) to help ensure sService dDelivery of the Company’s specialized product set and services, to achieve the Renewal of Corporate Contracts according to Company objectives and ensure customer relationships are built and to provide excellent customer experience, satisfaction, and renewal rates.

You will assist the Head of Customer Experience with daily operations and corporate goals and strategy to obtain key KPIs.

**Role Skills and Experience**:

- Must possess at least a Diploma/Advanced/Higher/Graduate Diploma or equivalent. University Degree preferred.
- At least 5 years’ experience undertaking similar roles in private sector organizations
- Proven experience in Call Center and or telephones case management
- Proven experience to effectively lead and supervise a team
- Proven strategic analysis and business case development experience
- Project scoping and management experience
- Proven experience in developing, enhancing, and implementing manual and IT systems.
- Experience in managing ISO9001 systems.
- Flexibility in responding to changing demands
- Advanced literacy and numeracy skills
- Excellent interpersonal skills, e.g. verbal and written communications with exceptional ability to communicate and foster positive business relationships.
- Preferred: Understanding of current issues concerning the energy consumption market for businesses
- Respond well to change and adaptable to changing circumstances
- A willing and supportive team leader
- Can work independently.
- Able to work to a GMT+10 time zone.

**These are the minimum system requirements we are looking for a remote/hybrid working staff that we want to hire**:

- Must be Minimum windows 8, 10, 11 / Mac 12.X or higher.
- Internet Speed must be above 20Mbps UP and Down.
- Anti-Virus and Firewall must be enabled.
- The system must have a minimum of 20 GB of disk space on the C drive.
- System RAM must be a minimum of 8 GB.
- Processor: 1 gigahertz (GHz) or faster process
- Must have a backup internet connection
- Best but not required to have a backup laptop or computer if the current computer fails.

Schedule:

- Day shift
- Monday to Friday

**Experience**:

- Supervising: 2 years (required)
- Customer service: 5 years (required)

**Language**:

- English (required)

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