Job Description

sOperates as the lead point of contact for any and all operation matters specific to the assigned TPP/TP customers.Builds and maintains strong, long-lasting customer relationships.Performs customers health check by monitoring performance of services subscribed by customer for SLA and contract compliances.Proactively monitors the situation and manages customers during fault outage.Assists SOC - Security Operation Center / TAC - Technical Assistance Center / PE - Product Engineering teams whenever required during fault management.Assists with challenging client requests or issue which related to operation matters and take charge of customer\'s escalations as needed.Ensures the timely and successful delivery of Service Order & solutions according to customer needs and objectives.Monitors fault outage and customer\'s complaints to define patterns and work to lessen those recurring issues.Performs network review, audit and incident analysis and works with Planning and Operation Technical team to find a solution for service improvement plan.Coordinates service improvement plan with internal team and customers.Coordinates preventive maintenance, failover test or customer DC housekeeping to ensure service stability.Provide service performance review & SLA report submission to customers in a timely manner.Clearly communicate the progress of monthly/quarterly initiatives for the benefits of the customer to internal and external stakeholders.Job RequirementsExperience in customer experience management, customer service, or telecommunications.Understanding of Telco Industry/service providers/SI- In-depth knowledge of the telecommunications sector, including products, services, and customer expectations.Customer-centric mindset - A strong focus on understanding and addressing customer needs, preferences, and pain points.Project Management - can manage multiple initiatives simultaneously, including stakeholder management and project timelines.Cross-Functional collaboration - Can work with various departments such as marketing, product development, and sales to enhance customer experiences.Familiarity with CX Tools and Technologies - Knowledge of customer journey mapping, feedback collection methods, and customer relationship management (CRM) systems.#LI-JACMY#stateselangor

JAC Recruitment