About the job
This position reports to Lead/Head, Service Management
Work Life:
• Operates as the lead point of contact for any and all operation matters specific to the
assigned TPP/TP customers.
• Builds and maintains strong, long-lasting customer relationships.
• Performs customers health check by monitoring performance of services subscribed by
customer for SLA and contract compliances.
• Proactively monitors the situation and manages customers during fault outage.
• Assists SOC / TAC / PE teams whenever required during fault management.
• Assists with challenging client requests or issue which related to operation matters and take
charge of customer’s escalations as needed.
• Ensures the timely and successful delivery of Service Order & solutions according to
customer needs and objectives.
• Monitors fault outage and customer’s complaints to define patterns and work to lessen those
recurring issues.
• Performs network review, audit and incident analysis and works with Planning and
Operation Technical team to find a solution for service improvement plan.
• Coordinates service improvement plan with internal team and customers.
• Coordinates preventive maintenance, failover test or customer DC housekeeping to ensure
service stability.
• Provide service performance review & SLA report submission to customers in a timely
manner.
• Clearly communicate the progress of monthly/quarterly initiatives for the benefits of the
customer to internal and external stakeholders.
Requirements:
- Experience in CX or related field – experience in customer experience management, customer service, or telecommunications.
- Analytical skills- experience/able to analyze customer feedback, data, and metrics to identify trends and areas for improvement.
- Understanding of Telco Industry/service providers/SI- In-depth knowledge of the telecommunications sector, including products, services, and customer expectations.
- Customer-centric mindset- A strong focus on understanding and addressing customer needs, preferences, and pain points.
- Communication and interpersonal skills- Excellent verbal & written communication skills
- Problem-Solving skills- Strong skills in identifying problems, proposing solutions, and implementing changes based on customer feedback.
- Project Management – can manage multiple initiatives simultaneously, including stakeholder management and project timelines.
- Cross-Functional collaboration – Can work with various departments such as marketing, product development, and sales to enhance customer experiences.
- Innovation and Creativity
- Familiarity with CX Tools and Technologies- Knowledge of customer journey mapping, feedback collection methods, and customer relationship management (CRM) systems.
- Proven ability to communicate professionally and effectively in both written and spoken English.
- Self-driven personality with strong analytical skills, problem solving skills and the ability to identify trends and opportunities.
- Strong communicator and champion multitasker – you work best under pressure and can meet deadlines with ease.
What you get:
Cool and innovative work environment
Work-life balance and our working hours are flexible
We are too cool for ties. Smart casual is our game!
We care about you and your family’s health and wellbeing
Learning and growth opportunity
We have an indoor slide and a cafe! How fun is that?!
Free car park within the company compound
*Only shortlisted candidates will be notified. So, make your CV as fun and interesting as possible!