Customer Success Expert

2 weeks ago


Singapore China Mobile International Limited Full time
About China Mobile International Limited

We are a leading global telecommunications company, committed to providing innovative solutions and exceptional service to our customers. As a valued member of our team, you will have the opportunity to work with a diverse range of clients and contribute to the growth and success of our business.

Job Description

Role Summary:

The Customer Success Expert will play a key role in driving customer satisfaction and retention across the Asia Pacific region. This is an exciting opportunity for a highly motivated and experienced professional to join our team and contribute to the continued growth and success of our business.

Key Responsibilities:

  • Partner with Account Managers to support, retain and grow High-value customers.
  • Build strong customer relationships and identify new opportunities from existing customers.
  • Serve as the single point of escalation for all aspects of lifecycle support that have not been successfully resolved through normal support processes.
  • Assist customers with proper routing for post-sales support and track requests through to completion.
  • Monitor and assist in the implementation of Enterprise Service contracts for multiple large Enterprise customers.
  • Generate and deliver standardized reports to customers, as needed, to track metrics and performance results.
  • Analyze customer complaints, service deterioration, pain points and make recommendations for improvement of new delivery/post-sales procedures and services.
  • Responsible for completing special projects or assignments appointed.

Requirements:

  • Possess at least Diploma in Engineering, Information Technology, Customer Service or equivalent.
  • Experience in customer service or customer-facing roles.
  • Preferably with experience working in Telecommunications or IT Industry.
  • Team player with excellent analytical and communication skills.
  • Ability to independently discuss options with customers around needs and timeframes, and be able to follow-up timely.
  • Proficiency in all Microsoft products Excel, Word, Outlook and MS Projects.
  • Ability to liaise with Mandarin-speaking associates and customers.
What We Offer

As a valued member of our team, you will have access to a range of benefits, including:

  • A competitive salary ranging from SGD 50,000 - SGD 80,000 per annum.
  • A comprehensive training program to develop your skills and knowledge.
  • Opportunities for career advancement and professional growth.
  • A dynamic and supportive work environment.
  • A generous leave entitlement and benefits package.


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