Client Service Manager

19 hours ago


Kuala Lumpur, Malaysia Avaya Full time

**About Avaya**:
**About the Opportunity**:
The purpose of this role is to act as a liaison between Avaya Operations Services and customers to ensure customer satisfaction and to meet operational service level agreements based on contractual obligations. This person develops and maintains customer relations by being the operational focal point for AOS scope being delivered to the customer. This person should have a focus on customer service, an understanding of the company’s products, knowledge to be the focal point for ITIL core process, and the ability to leverage resources across different technical teams to expedite problem resolution. This position requires someone who can work independently to support multiple clients with complex configurations.

**About the Responsibilities**:

- Establish a relationship with clients for assigned accounts
- Administer customer satisfaction surveys and discuss improvement areas with client
- Customer advocate/escalation point into service delivery team 24 x 7
- Maintains awareness of all customer projects or changes within Avaya
- Participate in SOW review
- Lead critical client escalations (Incident Management)
- Manage customer expectations/relationships
- Escalate as required within the technical teams to ensure assignment of resources to meet SLA compliance
- Escalate internally to management levels for awareness
- Conducts customer and management briefings concerning operational decisions, scheduling requirements
- Manages Change Management Process in Day 2/Production mode:

- Interlock with APS
- Interlock with GSS
- Interlock with the Clients Change Management process
- Inform service delivery of changes or maintenance that will affect service
- Order parts (as required)
- Partner with SSM to address Billing Issues, Contract Requests, SOW issues, Up-sell opportunity, Entitlements
- Service level agreement compliance assurance and reporting
- Conduct operation reviews as defined in the contract
- Develop presentation materials as required for both customer facing reports and internal leadership discussions
- Own Root Cause Analysis document and facilitate technical input from day 2 teams and track corrective actions (Problem Management)
- Maintain Customer Information (CIR/CID) in customer tools
- Understands service delivery Operations/Processes
- Able to use service delivery toolkit to track customer requests and incidents
- Participates in on-boarding process to identify custom process and/or custom delivery requirements
- Ensure on-boarding official hand-off takes place with Day 2 involvement
- Understands all aspects of Customer Contract and can articulate to service delivery teams as required
- Drive Release Management discussion to provide compliance with contractual deliverable or up-sell opportunities
- Work closely with Service delivery teams and Business teams to ensure contractual obligations are meet while maintaining margins

**About the Requirements**:
EXPERIENCE:

- Knowledge of ITIL and ITSM, prefer at least foundations certification
- Prefer experience working in ITIL roles related to Incident Management, Problem Management, Change Management, Release Management processes.
- Prefer Telecom Experience and/or IT experience
- Prefer working technical knowledge of Avaya platforms and capabilities
- Previous experience in a customer facing role
- Previous experience in Cloud architecture and technical support role
- Ability to work across organizational boundaries to drive resolution
- Proven Service Delivery Management experience, 5 - 7 years industry background

EDUCATION:

- BS in technical field or equivalent technical experience
- Post graduate degree qualified (MBA and/or Business Related)

**Footer**:
LI-DNI



  • Kuala Lumpur, Malaysia Ssquad Global Full time

    Develop and maintain strong relationships with clients, understanding their business objectives and aligning our services to meet those needs. - Conduct regular client meetings to review service performance and identify opportunities for improvement. - Oversee the management of key accounts, ensuring client retention and satisfaction. - Develop account plans...

  • Client Service Manager

    7 months ago


    Kuala Lumpur, Malaysia TMF Group Full time

    **Job no**: 571957 **Work type**: Full time **Location**: Kuala Lumpur, Malaysia, Malaysia **Categories**: Information Technology **Office Location**: Kuala Lumpur **About TMF Group** TMF Group is a leading global provider of high-value business services to clients operating and investing globally. We focus on providing specialized and...


  • Kuala Lumpur, Malaysia HSBC Full time

    -Job description Business: GC HK Client Services Open positions: 1 Role Title: Manager Client Services Global Career Band: 6 Location (Country / City ): Malaysia / Kuala Lumpur Recruiter Name : Nana Nasrudin Why join us? The Opportunity: - To investigate and respond to enquiries from various parties including Clients, Fund Services CS, Sub - Custodian,...


  • Kuala Lumpur, Malaysia HSBC Full time

    -Job description **Business**:GC HK Client Services **Open positions**:1** **Role Title**:Manager Client Services** **Global Career Band: 6** **Location **_(Country / City )_**:Malaysia / Kuala Lumpur** **Recruiter Name**:Nana Nasrudin** **Why join us?** **The Opportunity**: - To investigate and respond to enquiries from various parties including...

  • Client Service Manager

    7 months ago


    Kuala Lumpur, Malaysia HSBC Full time

    -Job description **Why join us?** Client Services is the first point of contact of Global Custody clients for their day to day concerns. This is the place where your expertise in various functions of Global Custody is essential and will continue to be developed. Likewise, capabilities such as critical thinking, networking, stakeholder management and client...

  • Client Service Manager

    7 months ago


    Kuala Lumpur, Malaysia AS White Global Pty Ltd Full time

    **The Opportunity** Our client, one of the top 3 ranked Australia’s Best Workplaces of 2021 is looking for a **Client Service Manager** to join their elite team in KL, Malaysia. As a Client Service Manager, your core function is to work hand in hand with the brokers in ensuring top-tier clients experience from lead to post-settlement. **Key...


  • Kuala Lumpur, Malaysia Jak Consultancy Full time

    Business Development - Client Services **Business Development & Client Services Manager** **Commercial Workplace Interiors** **6,000MYR - 12,000MYR per month, depending on experience** **Kuala Lumpur, Malaysia** Join the vibrant Marketing Team of a well respected international Interior Design firm as a dynamic, outgoing, and positive individual with a keen...


  • Kuala Lumpur, Malaysia TMF (Thailand) Limited Full time

    **About TMF Group** TMF Group helps its clients operate internationally and 'belong' wherever they are in the world. We help global companies to expand and invest seamlessly across international borders. Our expert accountants, corporate secretarial and HR and payroll professionals are located around the world, enabling clients to operate their corporate...

  • Client Servicing

    7 months ago


    Kuala Lumpur, Malaysia Elitez Pte Ltd Full time

    **Company: Advertising Agency** **Location: Petaling Jaya** **Responsibilities: - ** - Serve as the main liaison between the design team and clients, building and maintaining strong client relationships. - Gather project requirements from clients and effectively communicate them to the design team. - Collaborate with clients to understand their design...

  • Client Service Officer

    7 months ago


    Kuala Lumpur, Malaysia Recruit Express Service Sdn bhd Full time

    **Responsibilities**: 1. Answering calls from the Branches, Agents and Customers regarding Unit Trusts. 2. Provide customer service to customer and agents who walk in at the counter. 3. Follow up for incomplete transactions submitted by branches, agents and customers. 4. Handling written enquiries related to agent and customer. 5. Continuously suggest...


  • Kuala Lumpur, Malaysia Calibre Events Solutions Sdb Bhd Full time

    **Responsibilities**: - JOB TITLE : CLIENT SERVICE EXECUTIVE - LOCATION : CENTRAL (KUCHAI LAMA) - TERMS : FULL TIME**REQUIREMENTS**: - High School Diploma Or GED. - Certification In Customer Relations, Customer Services, Or Similar Would Be Advantageous. - 2-3 Years Of Experience In Client Services, Sales, Or A Similar Role. - Exceptional Ability In...

  • Client Advisor

    7 months ago


    Kuala Lumpur, Malaysia Recruit Express Service Sdn bhd Full time

    Key Accountabilities Sales & Client Service - Maintain and grow the clientele base by active engagement and excellent client service by active client engagement and regular communication - Play an active role as Brand Ambassador by inculcating the brand vision to instill consumer brand loyalty - Proactive achievement of monthly sales objectives - Follow-up...


  • Kuala Lumpur, Malaysia SMX GLOBAL SDN BHD Full time

    **Job Summary**: To be good at client servicing, not only must we be good at customer service, but we also need to be an expert in GWP as well as understand fully about the client’s brand as well. To be an effective Client Services (CS), this means we have to manage our customers both internally and externally. - External Responsibility - Internal...


  • Kuala Lumpur, Malaysia State Street Full time

    Who we are looking for Provide support to production and implementation clients on specific business functions of system including PAM for Investments and other related products. Experience in investment operations or fund accounting system. To act as a liaison with clients, vendors and various departments staffs to determine needs and solutions. Join us...


  • Kuala Lumpur, Malaysia Marsh Full time

    **Broking & Client Account Management;** **Marsh Insurance Brokers (Malaysia)** - Join Global Leader in Insurance Broking and Innovative Risk Management Solutions - Asia’s Broker of the Year Award Winner **Manager, Client Services - General Insurance / Employee Benefits** **What can you expect?** - A team of diverse professionals across the globe,...


  • Kuala Lumpur, Malaysia Axi Full time

    Client Service Specialist Who we are. Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most...

  • Client Service Manager

    7 months ago


    Kuala Lumpur, Malaysia AS White Global Pty Ltd Full time

    **THE OPPORTUNITY** Our partner, an Australian financial boutique that serves as the home team for wholesale investors and corporate clients, is looking to expand their team and hire for Client Service Manager! Their client portfolio includes clients include high-net-worth individuals, charities, not-for-profits, foundations, trusts, family offices,...

  • Client Service Manager

    7 months ago


    Kuala Lumpur, Malaysia AS White Global Pty Ltd Full time

    **THE OPPORTUNITY** Our partner, an Australian financial boutique that serves as the home team for wholesale investors and corporate clients, is looking to expand their team and hire for **Client Service Manage**r! Their client portfolio includes clients include high-net-worth individuals, charities, not-for-profits, foundations, trusts, family offices,...


  • Kuala Lumpur, Malaysia QSC Asia Sdn Bhd Full time

    **Corporate Business Development Executive** **Responsibilities**: Act as a link between clients and the company, responsible for the coordination of training and consultancy programs and ensuring clear communication to all involved. Must understand clients' needs and objectives and liaise closely with them throughout initial planning stage up to actual...


  • Kuala Lumpur, Malaysia QSC Asia Sdn Bhd Full time

    **Corporate Business Development Executive** **Responsibilities**: Act as a link between clients and the company, responsible for the coordination of training and consultancy programs and ensuring clear communication to all involved. Must understand clients' needs and objectives and liaise closely with them throughout initial planning stage up to actual...