Job Purpose

A senior experienced Customer Relationship Manager is a professional who is to provide superb customer service for selected customers regarding client service management, incident management, change management, problem management, maintenance, audit & compliance activities, reporting and commercial service through various communication channels, such as telephone, email, chat, social media, and face-to-face interactions. The goal is to ensure the deliverables in qualified and timely manner; coordinates with internal teams to deliver qualified and consistent services for customer satisfaction and loyalty.

Job Duties

Superior Channel:

1. Provide dedicated customer contact for selected customer 

2. Enhance and maintain customer relationship by providing professional customer service and support 

Service Management:

1. Provide regular service and business review meeting according to customer agreed schedules, i.e, daily, weekly, monthly, quarterly as well as ad-hoc 

2. Coordinate the service deliverables including monthly performance report, incident report, maintenance plan, on-site operation support, etc. to ensure meeting the customer requirement and expectation 

3. Ensure SLA achievement

4. Identify any potential problem or issue in technical manner and provide advice for service enhancement or mitigation plan to ensure qualified and consistent service deliverables 

Incident and Change Management:

1. Present and explain in details to customer for incident and maintenance plan

2. Review and customize incident report with advice of the particular preventive measures, enhancement and mitigation to fulfill customer expectation 

Presales Support:

1. Identify and collect the requirements of pre-sales request 

2. Deliver proposal/solutions from teams and operation platform teams for pre-sales request

Job Requirements

• Bachelor’s degree in IT / Computer / BA or equivalent qualification
• 6 years’ experience in IT / Engineering / Critical Facility Industries
• 2 years of experience in Data Center Operations
• Experience in Customer Services / Account Management is preferred
• Proficient in written and spoken English & Cantonese & Mandarin 

Fringe Benefits: 

• Hybrid work model - 2 days work from home
• 16 days Annual Leave
• Performance Bonus
• 14 weeks full-paid Maternity Leave
• Birthday Leave  
• 5 days Paternity Leave 
• With medical & dental benefits

We offer rewarding career with attractive remuneration package to the right candidate. Interested parties please send full resume with your availability, present and expected salary, and quoting reference number attention to Talent Acquisition team by clicking Apply Now button.

Only short-listed candidates will be notified.

We are an equal opportunity employer and welcome applications from all qualified candidates. Information provided by applicants will be treated in strict confidential and will only be used for recruitment related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer personal data policies.

All information on unsuccessful candidates will be deleted from our files within 12 months.