Customer Engagement and Support Manager

2 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Ensign InfoSecurity Full time

Career Opportunity

We are seeking a Customer Engagement and Support Manager to join our team at Ensign InfoSecurity. This role involves supporting focus accounts by managing service requests, working closely with internal teams, and maintaining strong relationships with clients.

The successful candidate will be responsible for managing service requests from receipt to resolution, ensuring compliance with internal policies and customer agreements. They will also analyze patterns in service requests to identify common issues or bottlenecks, providing insights to improve service efficiency and customer experience.

This manager will possess excellent communication skills, attention to detail, and problem-solving abilities. Proficiency in Microsoft Excel, CRM tools, and business reporting is required.

Responsibilities
  1. Service Request Management
  • Process, track, and follow up on both standard and non-standard service requests.
  • Work closely with internal teams (sales, operations, finance, and service delivery) to ensure smooth processing and timely closure of requests.
  • Escalate any delays or roadblocks in the SR process to ensure resolution.
  • Maintain accurate records of service requests, approvals, and associated documentation.
Trending Analysis & Reporting
  • Analyze patterns in service requests, identifying common issues or bottlenecks.
  • Provide insights to improve service efficiency and customer experience.
  • Prepare reports on SR performance, aging reports, and turnaround times for internal and management review.
Process & Documentation Support
  • Ensure all service requests comply with internal policies and customer agreements.
  • Maintain updated process documents and SOPs related to service request management.

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