BT Contract Associate - SRM in Kuala Lumpur, Malaysia

Group Business Services (GBS) is part of BT Group that delivers diverse range of business services across the whole of BT. Our vision is to create an organization that is fully aligned and integrated with the customer facing units (CFUs).

With a 10,000 people strong workforce, we help drive business growth, enhance profitability, optimize the cost base and provide competitive differentiation. We continue to serve BT’s customers – both external and internal - as efficiently and effectively as possible. Our customers are at the heart of everything we do.

Our aim to make GBS a brilliant place to work, day-to-day and as a long-term career. Our talent strategy develops our teams and helps us all to further our career aspirations and options across BT.

Kuala Lumpur, Malaysia

BT has been operating in Malaysia for around 20 years. Our hub in Kuala Lumpur launched in 2013 and is home to our colleagues working for the GBS organization. The hub has 180 people supporting Asia Pacific contracts, which include language capabilities like Mandarin, Cantonese, Japanese and more. Services offered here include Customer Service Request Management (from request handling to quoting, ordering and delivery tracking) and Commercial Operations (Inventory Management, Revenue Assurance, Billing, Contract Management).

GBS Kuala Lumpur was awarded Multimedia Super Corridor status by the government of Malaysia through the Multimedia Development Corporation. This recognition is awarded to information communications technology-enabled companies that use multimedia technology to enhance and improve their products and services.

P urpose of Role

The role holder is principally responsible for managing GBS internal and external customers’ service requests. An SRM will be responsible for managing GBS customers’ requests, including pricing and ordering activities. The role holder will act as point of contact across Account, Technical Design and Delivery teams.

SRM is typically responsible for existing customers’ contract in-life quoting and ordering requests, sending proposals both to BT Internal and external customers and to keep relevant Request Management tools up-to date.

The role holder is responsible to place all the orders in a timely manner, as per contractual SLAs, on BT and 3 rd parties ordering tools. SRM must have a wide knowledge about BT Product Portfolio, how to price and order the products which are in scope of the requests. They must be able to categorize incoming requests as per their complexity level. SRM must keep proper track of their request in BT Internal tracking tool, they must provide daily, weekly, monthly updates to their stakeholders about requests’ life cycle in the L2C process.

Key Responsibilities

  • To manage existing GBS internal and external customers’ request for pricing

  • Receive and long incoming request

  • Raise pricing request in appropriate BT or 3 rd party pricing tools

  • Create Price offer sheet as per pricing guidelines

  • Keep BT Internal tracking tool up-to date with customer general and technical information

  • Keep respective Request Manager tool up-to date

  • Create Proposal upon receipt of customer approved Pricing Sheet

  • Keep agreed SLAs

  • To manage existing GBS internal and external customers’ request for ordering

  • Receive and long incoming request

  • Validate customer requests as per clean order check

  • Raise order in BT Internal or 3 rd party ordering tool

  • Follow up order till the end of its life cycle

  • Act as a point of contact for Account, Technical Design, Bid Management, Bid Implementation Management and Service Delivery Teams

Business Impact

  • Crucial role in providing competitive prices to customers

  • First step in delivery process

  • Major impact on the success of service delivery

  • Key role in building up a trustworthy relationship with customers


  • Typically Bachelor of Business Administration, Economics, or equivalent


  • 2 year experience in relevant L2C operations

  • Experience in Customer Service Management is an advantage

  • Fluent English is a must, another Asia language is an advantage unless it is specified as a must

  • Good knowledge of MS Office Applications

  • High level of accuracy

  • Good commercial sense

  • Excellent problem solving skills

  • Team player

Job: Customer Service and Contact Centres

Title: Contract Associate - SRM

Location: South East Asia-Malaysia-Kuala Lumpur-Kuala Lumpur

Requisition ID: 93970