The Role
Coordinate end-to-end provisioning of broadband and Ethernet services for UK customers: process orders, liaise with suppliers, escalate delays, update internal teams and customers, maintain records, support email/web chat interactions, and improve provisioning processes.
Summary Generated by Built In
Role Overview:
We are seeking detail-oriented and proactive Provisioning Coordinator 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.
We are seeking detail-oriented and proactive Provisioning Coordinator 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.
- Builds effective relationships with internal and external customers
- Ability to provide accurate feedback on task status
- Experience to be flexible, coordinate, prioritise, meet deadlines and work independently
- Ability to absorb and learn information quickly and proactively resolve problems
- Ability to tailor approach to individual stakeholders
- 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.
About
We are passionate about helping businesses navigate the rapidly changing and complex world of emerging technologies. We create well-structured, secure, scalable solutions at speed to provide the foundation for groundbreaking change.
Skills Required
- 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)
- Proficient in CRM and order management systems
- Comfortable working in a fast-paced, deadline-driven environment
- Ability to provide accurate feedback on task status
- Ability to coordinate, prioritise, meet deadlines and work independently
- Ability to absorb and learn information quickly and proactively resolve problems
- Ability to tailor approach to individual stakeholders
- Experience in telecoms provisioning or customer service
- Familiarity with UK ISP suppliers and provisioning portals
- Knowledge of Ethernet technologies, broadband services, or hosted telephony
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The Company
What We Do
At Nasstar, we specialise in transformative technology. Our integrated suite of managed services delivers everything from cloud optimisation and application modernisation to networking, security and self-serve tools. With a consultative approach at our core, we modernise and manage technology to help our clients succeed in today's competitive business world. Through strategic consultation, to implementation and management, we provide the vision and the mechanics needed to create transformational change for our clients.
