Customer Experience Specialist

1 week ago

Petaling Jaya, Malaysia Agensi Pekerjaan Ideal Reliance Sdn Bhd Full time

**Key Accountabilities**:

- Supports Account Management function through education, and redirection of issues to correct stakeholders for post-sales functions.
- Promotes self-service tools to non-managed clients through education.
- Supports trend reporting of key performance metrics across relevant OE tiers: Mid-Market, non-managed Enterprise and Government.
- Incident escalation point for non-managed Clients.
- Fulfillment and Service Request escalation point for non-managed Clients.
- Facilitates Billing escalations.
- Identifies Service Improvement through identification of repeat issues through ticket analysis and reporting to key stakeholders.
- Ensure appropriate service reporting is available to their client base.
- Drives or participates in customer engagements as they take place to communicate post-sales performance and provide the client an opportunity to provide feedback.
- Supports the achievement of customer satisfaction and service excellence targets.
- Manages customer escalations relating to contracted service of deliverable.
- Actively participating in ICS wide initiatives and representing ICS in OE forums.
- Identifies opportunities for cost efficiency and productivity improvement.
- Develops strong working relationships with all stakeholders within ICS and Optus Enterprise to ensure Optus achieves customer outcomes.
- Ensure frequent internal stakeholder engagements to communicate relevant customer information and provide an opportunity for collaboration within virtual teams.
- Identifies new customer business requirements through regular client interaction, leveraging OE innovation and creativity mapping requirements to potential sales or organic growth opportunities.
- Add what they will be doing from a proactive perspective.

**Qualification**:

- 3 +years of ICT Industry experience.
- Ability to build & sustain strong customer relationship at the senior level.
- Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support.
- ITIL/ITSM experience and basic certification (ITIL V3 or V4 foundation).

**Additional Details**:

- Location : Petaling Jaya
- Permanent Position

**Job Type**: Permanent

**Salary**: RM7,500.00 - RM8,500.00 per month

Ability to commute/relocate:

- Petaling Jaya: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Bachelor's (preferred)

**Experience**:

- Help desk: 3 years (preferred)
- Incident Management: 3 years (preferred)

**Language**:

- English (preferred)

License/Certification:

- ITIL (preferred)

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