Customer Experience Specialist

Role : Customer Experience Specialist

Client : Disclosed latter

Job Type : Permanent

Location : Kuala Lumpur

**Responsibilities**:

- 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
- Fulfilment 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

**Requirement**:

- 3 +years of ICT Industry experience
- ITIL/ITSM experience and basic certification (ITIL V3 or V4 foundation)
- Significant and relevant business experience with multiple customers
- A track record in successfully achieving/exceeding operational goals
- The ability to work and perform in a matrix organization structure
- Ability to build & sustain strong customer relationship at the senior level
- Possess strong influence & negotiation skills
- Ability to prepare and deliver clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively
- Applies appropriate knowledge and methods to resolve complex business issues

Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support
- Ability to develop & present high impact message to senior level management
- Crisis & conflict management

**Technical Skill**:

- Expert product and outsourcing industry knowledge
- Experience in ICT environment, demonstrate a strong, successful Operational Management experience of a strategic and operational nature.
- Demonstrated ability to interpret operational analysis and trends.
- Demonstrate extensive understanding of current and future trends in the Service Management market.
- Demonstrate a good understanding of the competitive landscape in the Service Management field and nuances of the market

**Job Types**: Full-time, Permanent

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Day shift

**Speak with the employer**

+91 8989647346