Customer Care Manager

7 months ago


Petaling Jaya, Malaysia Brandt Business Services Sdn Bhd Full time

Key Responsibilities:

- Relationship Management -Execute programs to identify and nurture customer advocacy with all customer success managers, leverage on customer feedback and testimonial to drive business growth and brand loyalty.
- Retention and Renewal - 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.
- Customer Engagement - Execute, iterate, and provide improvement in customer engagement using the T-12 customer journey playbook to foster long-term relationships and drive customer satisfaction. Proactively identify opportunities for upselling and cross-selling, collaborating with strategy and marketing team to develop campaign to drive customer stickiness and revenue-uplift. This will include different approaches to drive ARPU uplift with (Small-Medium-Large) S-M-L customer segment.
- Customer management - Build and maintain executive relationship with customers, actively collaborate closely with customers, identifying their unique needs & challenges both from business and technical perspective, mapping them back to the solutions offer by the client. Communicate and visualize customers’ requirements/feedback or potential solution leveraging on existing offering to provide a unique solution to our customers, with product development team.
- Performance Metrics - Key performance indicators: Churn, Renewal Rate, Revenue Uplift, ARPU and CSAT.
- Operational Efficiency - Leverage of Sales Performance Standard (SPS), SFDC and dashboard for performance monitoring, management, and process improvement.

Job Requirement:

- Min. diploma or bachelor’s degree or equivalent qualification
- Experience in working with corporate, enterprise accounts with sales cycles will be an advantage.
- Strong analytical, negotiation and problem-solving skills with excellent communication and presentation abilities.
- Commitment to customer satisfaction and passion for driving customer success.
- Preferably a Mandarin speaker.
- Communication Skills: Exceptional communication, interpersonal and relationship building skills. Excellent communication skills in both written and verbal. As a manager the clarity of his/her communications down the line will be a major contributing factor to the performance and effectiveness of the team. Ability to communicate complex concepts in a clear and understandable manner.
- Computer Skills/MS Office/Software/Tech: Excellent computer skills and highly proficient in the use of MS Word, MS Excel, PowerPoint, which will all be necessary in the creation of visually and verbally engaging presentations for customers, departmental managers / management, and key stakeholders. Understanding how to leverage Tech, especially Data and AI to provide a better speed to execution, speed to market and delighting customer through a digital journey is key.
- Additional Requirements: Willingness to travel occasionally for customer meetings and industry events, ability to work in a fast-paced, dynamic environment and adapt to changing priorities. Strong problem-solving skills and a proactive approach to addressing customers’ needs and challenges.

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

Pay: RM4,500.00 - RM5,500.00 per month

Schedule:

- Monday to Friday

Supplemental pay types:

- Commission pay

**Language**:

- Mandarin (preferred)


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