Department: Connectivity
Location: Cyberjaya
Description
Role Overview:
We are seeking detail-oriented and proactive Provisioning Coordinators to join our newly insourced team in Malaysia. This team will be responsible for managing the end-to-end provisioning of broadband and Ethernet services for UK customers, working closely with suppliers such as BT, TalkTalk Business, CityFibre, and Neos Networks.
The role involves coordinating order processing, managing supplier communications, escalating delays, and ensuring timely updates to internal project teams and customers. You will play a key role in delivering a seamless provisioning experience and supporting our commitment to excellent customer service.
Key Responsibilities
- Process broadband and Ethernet orders accurately using supplier portals and internal systems.
- Liaise with UK suppliers to chase order progress, raise escalations, and resolve issues.
- Provide regular updates to internal project teams regarding order status and delays.
- Communicate directly with customers for inflight order updates and ELF fault enquiries.
- Support customer interactions via email and potentially web chat.
- Maintain accurate records of provisioning activities and ensure systems are updated.
- Collaborate with UK-based teams to ensure alignment and smooth service delivery.
- Contribute to continuous improvement of provisioning processes and documentation.
Skills, Knowledge and Expertise
- Strong written and verbal communication skills in English.
- Excellent organizational and time management abilities.
- High attention to detail and accuracy in data entry and documentation.
- Ability to work independently and as part of a remote team.
- Proficient in Microsoft Office (Excel, Outlook, Word) and CRM/order management systems.
- Comfortable working in a fast-paced, deadline-driven environment.
- Experience in telecoms provisioning or customer service (preferred but not essential).
- Familiarity with UK ISP suppliers and provisioning portals (desirable).
Desirable Attributes: - Customer-focused mindset with a proactive approach to problem-solving.
- Ability to translate technical information into customer-friendly language.
- Experience handling escalations and managing supplier relationships.
- Knowledge of Ethernet technologies, broadband services, or hosted telephony (a plus).
Benefits
- Competitive salary based on experience.
- Opportunity to work with a leading UK ISP in a dynamic international team.
- Training and development provided.
- Career progression opportunities within the provisioning and service activation functions.
