Business Support Specialist

2 days ago

Klang, Selangor, Malaysia Ensign InfoSecurity Full time 30,000 - 60,000 per year

Ensign is hiring

Business Support Executive

Job Summary

The Business Support Executive plays a key role in supporting focus accounts by managing service requests (both standard and non-standard), working closely with Account directors/managers, and maintaining strong relationships with client's procurement and PMO teams.

This role also involves sales support, trend analysis, and management reporting to ensure efficient operations and customer satisfaction.

Key Responsibilities

1. Service Request Management (SRM)

  • Process, track, and follow up on both standard and non-standard service requests.
  • Work closely with internal teams (sales, operations, finance, and service delivery) to ensure smooth processing and timely closure of requests.
  • Escalate any delays or roadblocks in the SR process to ensure resolution.
  • Maintain accurate records of service requests, approvals, and associated documentation.
  • Provide proactive updates to customers on the status of their service requests.

2. Customer Relationship Management & Inside Sales Support

  • Act as the main point of contact for client's procurement and PMO teams of focus accounts.
  • Maintain regular communication with customers to ensure their needs and expectations are met.
  • Identify upselling or cross-selling opportunities and work with the sales team to capitalize on them.
  • Support account management activities such as contract renewals, pricing discussions, and service enhancements.
  • Assist in resolving customer issues related to service requests or order fulfillment.

3. Trending Analysis & Reporting

  • Analyze patterns in service requests, identifying common issues or bottlenecks.
  • Provide insights to improve service efficiency and customer experience.
  • Prepare reports on SR performance, aging reports, and turnaround times for internal and management review.
  • Track key account performance metrics and recommend improvements.

4. Process & Documentation Support

  • Ensure all service requests comply with internal policies and customer agreements.
  • Maintain updated process documents and SOPs related to service request management.
  • Support internal audits by ensuring proper documentation and compliance with contract terms.

Key Skills & Requirements

  • 2-5 years of experience in business support, inside sales, customer service, or sales operations.
  • Strong understanding of service request processes and customer engagement.
  • Ability to manage multiple tasks with attention to detail and problem-solving skills.
  • Proficiency in Microsoft Excel, CRM tools, and business reporting.
  • Strong communication and stakeholder management skills.
  • Prior experience in working with procurement, PMO, or sales teams is a plus.

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