Customer Care Associate

6 months ago


Petaling Jaya, Malaysia Brandt Business Services Sdn Bhd Full time

Key Responsibilities:

- Execute programs to identify and nurture customer advocacy.
- Leverage customer feedback and testimonials to drive business growth and brand loyalty.
- Lead efforts to minimize churn and maximize customer retention and renewals.
- Analyze and understand customer health metrics and implement proactive measures to address potential issues and mitigate risks.
- Execute, iterate, and improve customer engagement using the T-12 customer journey playbook.
- Foster long-term relationships and drive customer satisfaction.
- Proactively identify opportunities for upselling and cross-selling, collaborating with strategy and marketing teams to develop campaigns that drive customer stickiness and revenue uplift.
- Develop different approaches to drive ARPU uplift across Small-Medium-Large (S-M-L) customer segments.
- Build and maintain executive relationships with customers.
- Actively collaborate with customers, identifying their unique needs and challenges from both business and technical perspectives.
- Map customer needs back to solutions offered by CTOS.
- Communicate and visualize customer requirements, feedback, or potential solutions leveraging existing offerings to provide unique solutions with the product development team.
- Track key performance indicators: Churn, Renewal Rate, Revenue Uplift, ARPU, and CSAT.
- Utilize Sales Performance Standard (SPS), SFDC, and dashboards for performance monitoring, management, and process improvement.

Job Requirements:

- Minimum diploma or bachelor’s degree or equivalent qualification.
- At least 6 months of working experience in customer servicing, sales, and marketing.
- Experience working with corporate and enterprise accounts with sales cycles is an advantage.
- Strong analytical, negotiation, and problem-solving skills.
- Excellent communication and presentation abilities.
- Commitment to customer satisfaction and a passion for driving customer success.
- Exceptional communication, interpersonal, and relationship-building skills.
- Ability to communicate complex concepts in a clear and understandable manner.
- Excellent written and verbal communication skills.
- Proficiency in MS Word, MS Excel, and PowerPoint.
- Understanding of how to leverage technology, especially data and AI, to improve speed to execution, speed to market, and customer delight through a digital journey.
- Self-motivated, proactive, and service-oriented.
- Exceptional problem-solving skills.
- Ability to work comfortably in a cross-functional setting and with senior business executives.
- Ability to remain calm and composed under stress and uncertainty, inspiring the same in the team

**Job Type**: Contract
Contract length: 12 months

Pay: RM3,500.00 - RM4,500.00 per month



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