Job Description

Posting Date : 21 Sep 2023 | Close Date :20 Dec 2023
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Customer Service Manager

SUMMARY

\xc2\xb7 Our client is a prominent player in the telecom industry with flourishing networks in the Asia region and beyond. Continuously strengthening its core of providing advanced information services to a vast customer base, the firm seeks to boost its human capital with the addition of a Customer Service Manager to the team.

Key Responsibilities:

• Responsible for the service interface of important customers belonging to the Asia Pacific Division, as well as accepting after-sales escalation complaints from customers and providing rapid response 24/7.
• Implement the company\'s service standards for VIP customers and be responsible for VIP customer service satisfaction.
• Track the progress of customer after-sales troubleshooting, directly coordinate or participate in various remedial and preventive implementations when necessary.
• Communicate with customers on a regular basis and take effective measures to improve the quality of customer service delivery; act as a consultant and be able to identify trends, predict customer expectations and make recommendations.
• Sorting out after-sales service shortcomings and promoting continuous internal optimization of after-sales service processes to improve our service capabilities.
• Assist Customers to solve their needs and adopt flexible responses for different customers.
• Establishing close working relationships with customer sales teams to promote quality customer service for new business opportunities and contract renewals.

Job requirements:

• Bachelor degree or above, background in communications, computer, marketing and other related disciplines.
• Preferred: 5 years working experience in telecommunications industry, 2 years or more customer service experience.
• Familiar with IT troubleshooting, experience in operation support of internal and external customer IT service.
• Effective time management skills and strong communication skills, able to effectively influence and manage customer expectations.
• Good command in both written and spoken English and Mandarin(to liaise and handle queries and feedback from Mandarin speaking associates)

Specialization : Administration / Operations
Type of Employment : Permanent
Minimum Experience : Fresher
Work Location : Singapore

Tate Asia