- Relationship Management: Build and maintain strong relationships with existing customers through regular communication and interaction, understanding their needs, and addressing any concerns or issues promptly.
- Customer Satisfaction: Ensure high levels of customer satisfaction by providing excellent service, resolving complaints efficiently, and implementing solutions to enhance the overall customer experience. Meeting with managers in the organization to plan strategically.
- Communication: Liaising between the customer and internal departments to ensure smooth communication and coordination of activities. Managing communications with clients during incidents, including major incidents.
- Managing: Lead and coordinate with resolver groups, including third-party vendors, during major incidents until resolution is achieved. Escalate issues to resolver group management as necessary.
- Provide regular updates to top management on the status of client incidents, including collaboration with the Major Incident Management team for consolidated status updates.
- Bachelor's degree in telecommunication field.
- Experience: Previous experience in customer relationship management, account management, or a related field within the telecommunications industry is typically required.
- Technical Knowledge: Exhibit strong technical knowledge in IP internetworking, including DNS, firewall, and proxy configurations. Proficiency in LAN Switching and WAN protocols, particularly MPLS-VPN and BGP, is essential.
- Experience with Symantec Antivirus and Cisco VPN solutions is highly desirable.
- Communication Skills: Excellent verbal and written communication skills are essential for effectively interacting with customers and internal teams.
- Problem-Solving Skills: Strong problem-solving abilities to address customer issues and find suitable solutions in a timely manner.
- Analytical Skills: Ability to analyze customer data, identify trends, and derive actionable insights to drive customer satisfaction and retention.
- Customer Focus: A customer-centric mindset with a passion for delivering exceptional service and building long-term relationships with customers.
- Interpersonal Skills: Strong interpersonal skills to build rapport with customers and collaborate effectively with internal teams.
- Organizational Skills: Excellent organizational and time management skills to manage multiple customer accounts and priorities effectively.
- Maintain a proactive and responsive approach, with a keen sense of urgency in addressing client needs and resolving issues promptly.
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Customer Succession Manager - Malaysia - Extreme Broadband Sdn. Bhd.
Description
We are looking for an experienced customer relationship manager to be responsible for engaging
with key customers by building and preserving trusting relationships. The customer relationship
manager will constantly identify opportunities to grow the customer base and build positive
relationships with new clients. You should also be strategic and analytical when finding solutions to
problems to ensure maximum client satisfaction.
To be successful as a customer relationship manager, you should possess excellent communication
skills and maintain the core values of the organization.
Main Accountabilities
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