Customer Care Manager

Customer Care Manager/ Client Delivery Manager (EUC)

Reporting To : Head of EUC Service Delivery

Office Location: Dataran Hamodal, PJ (minimal travelling within Klang Valley is required)

Employment Type: Contract - 12months (renewable or possibility converting to permanent

employee subjects to satisfactory performance)

Salary range: RM7k – RM10k

Race: Open

Gender: Open

** Relevant working Experience in EUC field services environment is an important criteria to

ensure successful fit.

Main Job Tasks and Responsibilities:

• Serves as a dedicated strategic partner to key account customers.

• Provides support in the day-to-day management of one or more key customers.

• Ensures client satisfaction in the delivery of Information Technology (IT) services by acting as

the first point of escalation for service issues and accountability for the relationship with the

client.

• Maintains accountability for account-specific service problems and for prioritizing service

requests.

• Offers exemplary customer service, including maintaining EUC key account customer

relationships and ensuring repeat customers by upselling products and services and taking

care of any customer concerns or complaints quickly and professionally.

• Responsible to manage the Service Level Agreement (SLA) performance, drive for meeting the

SLA, conduct monthly SLA meeting, and assist on contract renewal.

• Assess SLA statistics and prepare detailed reports on the findings.

• Monitors client feedback and complaints to define patterns and solutions to prevent recurring

issues

• Create effective customer service procedures, policies, and standards.

• Maintain accurate records and document all customer service activities and discussions.

• Identify and implement strategies to improve quality of service, productivity and profitability

• Co-ordinate and manage customer service projects and initiatives.

Requirements:

• Bachelor’s degree in Business Administration or relevant field.

• A minimum of 5 years’ proven experience in a customer service position for similar/ related

business, industry, and market, account/program management, service delivery, and financial

analysis.

• Outstanding written and verbal communication skills.

• Good understanding of management practices and techniques.

• Excellent leadership and interpersonal skills.

• Computer literacy in order to type up reports, results and details of customer interaction The

ability to maintain calm under pressure, open minded and eager to learn.

• Good knowledge in client service orientation, dealing with difficult situation, developing

others, team leadership, teamwork and cooperation.