Service Delivery Executive

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.