Customer Service Manager

Job Title: Customer Service Manager (CSM)

Requirements

Language Skills:

• Proficiency in English (mandatory)

Technical Skills:

• Strong understanding of Networks, IT Services, Mobility, Voice, and Integration technologies

Soft Skills:

• Excellent communication, presentation, and negotiation skills
• Strong organizational abilities
• Ability to work independently with a proactive mindset
• Ability to perform under pressure and manage escalations effectively

Education & Certification:

• Bachelor’s degree (Business, IT, or related field) or equivalent
• ITIL certification preferred

Experience:

• Minimum 5 years of experience in customer-facing roles within the telecom or IT industry
• Experience in customer service and project management
• Experience managing virtual teams and handling technical environments

Overall Responsibility

• Own end-to-end responsibility for Quality of Service and Customer Satisfaction across all in-sourced and outsourced services and solutions for assigned customers.
• Ensure service delivery is consistently measured against defined Service Level Agreements (SLAs).
• Act as the primary point of contact for customers (Malaysia and International) for all service-related matters, excluding Incident Management. During major incidents, act as a secondary escalation point.
• Proactively identify customer needs and opportunities to enhance and grow the relationship, collaborating with account teams to support up-selling of services and solutions.
• Maintain strong knowledge of all services and solutions to effectively support customers.

Service Level Management

• Plan, prepare, and manage monthly and annual Service Review Meetings with customers, including documentation of minutes.
• Drive and manage the Service Improvement Program (SIP), including:
• Customer feedback (e.g., surveys)
• Customer complaints (including billing-related)
• Root Cause Analysis (RCA)
• Chronic incident analysis
• Ensure all improvement actions:
• Are clearly defined with ownership and timelines
• Are tracked and updated regularly
• Are resolved efficiently to ensure customer satisfaction
• Present SIP updates during service reviews and through ongoing updates.
• Prepare and deliver monthly customer reports covering SLA performance, incidents, and SIP progress.
• Coordinate reporting tools and ensure availability of performance insights and trends.
• Review internal RCA reports and create customer-facing RCA reports, ensuring all resulting actions are tracked in SIP.
• Resolve non-commercial queries and escalations, including billing-related concerns (commercial matters handled by Account Manager).

Availability Management

• Notify customers in advance of any scheduled maintenance that may impact services.

Change Management

(Applicable where extended service support is subscribed)

• Communicate scheduled maintenance and customer-requested changes.
• Coordinate and track change requests via the relevant change management tools.
• Lead and organize Customer Advisory Board (CAB) meetings for major changes.
• Provide continuous updates during and after change implementation.
• Ensure accurate reporting and tracking of billable changes.

Configuration Management

• Ensure accuracy and integrity of customer data across systems and tools.
• Raise and track data correction requests where required.
• Maintai