Customer Success Expert
2 weeks ago
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 DescriptionRole 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.
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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