About the Role
The role holder is responsible for maintaining robust customer relationships, strategically recommending service upgrades, and tactically resolving technical issues through seamless collaboration with internal teams and customers. Furthermore, the role holder will drive strategic enhancements, ensuring customer satisfaction, and optimizing service delivery to align with evolving business needs and industry standards. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures.
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Job Responsibilities
- Act as a technical interface with the customers
- Provide technical support for customers to support pre-sales and post-sales processes
- Liaise with the sales department to win new business and increase sales
- Resolve any technical issues reported by the customers
- Provide executive-level summary status reports internally and to the customer
- Work with internal teams to resolve any issues the customer encounters
- Identify opportunities for technical support and enhancement to meet customer needs and stay ahead of the competition
- Develop and deliver technical training sessions for customers to maximize their understanding and utilization of products or services
- Implement processes for continuous improvement in technical support services, ensuring that customer needs are met efficiently and effectively
- Collaborate with cross-functional teams such as product development, technology, and customer care to resolve any issues the customer encounters
- Identify and mitigate technical risks that could impact customer satisfaction or retention, taking proactive steps to prevent potential issues
- Stay abreast of market trends and competitors' offerings to provide insights that can guide customer engagement
- Establish a robust feedback loop with customers to gather insights on their experiences, pain points, and suggestions for improvements, driving product and service enhancements
- Implement quality assurance measures to ensure that technical support services meet defined standards and exceed customer expectations
- Utilize data analytics and customer feedback to make informed decisions on service improvements, feature updates, and overall customer satisfaction initiatives
- Perform other responsibilities and tasks related to the job as directed by line manager
Years of Experience
Minimum of 5 years of experience in a related discipline.
Nature of Experience
- Prior experience in technical account management in telecommunication.
Job Band
Professional.
Skills
- Knowledge of ICT and Telco products
- Customer relations skills
- Communication and interpersonal skills
Education
Bachelor Degree in Business Administration or Technology.
Additional Education and Certifications
- Cisco Certified Technician (CCT)
- Huawei Certified ICT Professional (HCIP)
- Cisco Certified Network Professional (CCNP)
