Customer Relationship Manager (Escalation, MAC)

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(Preferred for Singapore based candidates)

Our client is a global Network Product Services Company. Their Global Customer Support Centre supports regional banking clients  in ASIA. This role has many responsibilitiies with the primary objective of providing excellent customer support with respect to MACD changes to their network requirements.

Customer Care

• Provide “World Class” Customer Service to our client's APAC Customers. Accountable for customer satisfaction within appointed customer base.
• Works to a defined set of Goals & Objectives per the Customer Service Incentive Plan.
• Make routine visits to customer sites to address customer inquiries, educate customers on procedures regarding Moves, Adds, Changes (MAC), repairs, our client's Portal as well address any customer inquiries and solicit feedback on our client's performance.
• Act as the customer’s champion within our client's to drive delivery, design and to ensure an excellent customer experience.
  • Serve as escalation contact for urgent and recurring customer issues and own the resolution of customer escalations within the business; implement corrective action and ensure preventative measures are sustained.
  • To own the development, delivery and success of service improvement initiatives on behalf of the customer.
• Acts as a local point of contact for our client's APAC Distributors, assisting with day to day queries.
• Be change agent role model for customer satisfaction improvement in our client's.
• Attend project kickoff meetings at customers’ location for new contracts installs.
• Work in an advisory capacity with the customer and the our client's PM regarding Voice Network layouts.

Go To Market Support

• Work with and support the local Sale Managers in pursuit of new business deals and opportunities through presentations of new products and product enhancements.
• Complete a Customer Visit Report on outcome of each visit to alert Account Managers of new sales opportunities.
• Arrange& conduct product demo & identify potential opportunities.

Customer Reporting

• Maintain customer site information, contacts and organizational structures.  Document escalation procedures for service disruptions.
• Manage customer reporting and visibility of service performance. Own the development, delivery and success of reporting improvement initiatives on behalf of the customer.

MAC & Maintenance

• To provide a strong, proactive lead on all aspects of Maintenance Contracts.
• Deliver and negotiate maintenance agreements with customers.
  • Interface with our client's legal department to resolve issues with T’s & C’s of agreement.
  • Follow up to ensure signed agreements are received by our client's within the established metric.
  • Deliver fully executed agreement to customer
  • Initiate billing as appropriate.
  • Protect and grow profitable revenue associated with our client's’s MAC and Global Maintenance Contracts
  • Reacts to customers requests for MAC quotes via the our client's Portal System.  Generate price quotes within the CRM queue and submits to customer via Portal System.

Training & Cutover

• Provide on-site and remote training of the our client's portal; promote portal order entry as a vehicle to obtain faster service delivery.
• Interface with Project Management, Sales and Installation Departments to discuss user training and cutover coverage.

• Schedule and perform customer user training on the features and functionality of all our client's turret platforms, our client's application products, AFM and EHI products in addition to all other services.

  • User Training to be performed during standard business hours, after hours and weekends.
  • Responsible for providing the customer with customized training material for new products and features
• Provide Floor Support on Go Live Day , react to issues encountered at cutover and follow up with Project Manager and service technician until resolution of trouble is completed

Administration

• Work closely with internal our client's departments and the customer to resolve billing issues.
• Assist with maintaining customer-related data within internal our client's systems.
• Support GSOC and Enhanced Services Teams as required.
• Support special requirements and provide feedback to IT for eventual automation.

Required Experience/Skills

• Minimum 5 years Customer Service/ Account Management Experience in Commercial
• Customer oriented & able to handle escalations & complaints.
• Intermediate level PC skills required, MS Office Suite, PowerPoint knowledge required.

General CV submission 

Country: Singapore

Employment Type: Full time

Salary: Open