Service Manager

3 days ago


Cyberjaya, Malaysia AT&T Full time

Supports complex account modules with higher revenue of the organization, acting as the pivotal team member on all customer crisis issues, this position is held accountable for all customer issues while simultaneously concentrating on process improvement and customer satisfaction.

This position is charged with resolving customer issues with the independent authority to escalate to whatever level as necessary to expeditiously resolve customer complaints.

Analysis of performance data drives the actionable items to support customer need. Responsible for bringing resolution to issues, engaging various departments for status reports back to customer and Unit Heads.

Troubleshoot problems and determines possible resolution with the help of various tools. Promote use of on-line servicing and billing tools with the customers as an alternative approach to resolve customer issues.

Educate customer on use of servicing tools.

Partner with Sales to participate in Strategic Business Reviews and provide input to Sales to assist with request for proposal development or presentation support.

Analyze customer current products usage and anticipate future service needs. Develops and maintains customer specific service guides that provides the customer and the organization a guide to doing business together.

Develop and manage service action plans to correct recurring or longstanding service issues.
- Support Japan Customers in Japan - Japanese language need to be good and able to communicate both in speaking and written like local Japanese.

Experience: 5 years’ experience (Customer Interaction & Technical knowledge preferred)
- Service Assurance and Network Capabilities
- Excellent communication and interpersonal skills with the ability to communicate effectively with customers and properly manage expectations
- Customer Interaction, Relationship and Service Management
- Network Operations
- Process Management
- Certified CCNA/ITIL - preferred
- Japanese language - both speaking and written


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