Customer Service Manager

Overview

The Customer Service Manager holds full accountability for ensuring top-quality service and high customer satisfaction across both in-house and outsourced service operations for designated customers, including those national (Malaysia) and international. This role demands consistent assessment of service delivery against established Service Level Agreements (SLAs) and acts as the chief liaison for service-related issues, except for incident management, where this role serves as a secondary escalation point during significant incidents.

Key Responsibilities

• Own end-to-end responsibility to maintain service excellence and customer satisfaction.
• Proactively identify customer needs and collaborate with sales teams to support service and solution upselling opportunities.
• Develop and execute monthly and annual service review meetings with customers, capturing and disseminating minutes.
• Lead the Service Improvement Program (SIP), encompassing customer feedback collection, complaint resolution including billing issues, root cause and chronic incident analyses to drive continuous improvement.
• Ensure all SIP actions have clear ownership, timelines, and progress tracking, with efficient resolution to sustain satisfaction.
• Deliver monthly customer reporting covering SLA compliance, incident trends, and SIP progress.
• Coordinate performance reporting tools that provide insight and trend data.
• Review and produce customer-facing Root Cause Analysis (RCA) reports and follow through on all action items.
• Handle non-commercial escalations and billing queries; commercial issues are managed by the account manager.
• Provide timely notifications to customers about maintenance impacting services.
• Manage change processes where extended service support is subscribed, including communication, tracking, Customer Advisory Board (CAB) meetings, and billing accuracy for changes.
• Ensure accuracy and integrity of customer data in all relevant systems, handling data correction requests as needed.
• Maintain updated customer documentation such as Operations Guides, SLAs, topology diagrams, contact lists, business objectives, risks, and business continuity plans.
• Maintain awareness of customer profitability and manage relevant financial aspects including customer P&L when applicable.
• Ensure backup coverage for critical deliverables and manage service continuity plans with periodic testing.

Requirements

• Excellent command of English language is essential.
• Strong knowledge of Networks, IT Services, Mobility, Voice, and Integration technologies.
• Proven communication, presentation, negotiation, and strong organizational skills.
• Self-driven with ability to work independently, effectively manage pressure, and resolve escalations.
• Bachelor's degree in Business, IT, or related discipline is required; ITIL certification is advantageous.
• At least 5 years’ experience in customer-facing roles within telecom or IT sectors, including project management and virtual team leadership in technical settings.

Additional Information

Tech Mahindra promotes equal employment opportunities, encouraging a diverse workforce. All qualified candidates will be evaluated based solely on their capabilities and performance without discrimination.