Customer Service AssociateLocation : Bangsar SOuth
Working days : 5 days -
- 30am-5.30pm
Nature of business: Established Credit Reporting Agency
Execute programs to identify and nurture customer advocacy.
Leverage customer feedback and testimonials to drive business growth and brand loyalty.
Lead efforts to minimize churn and maximize customer retention and renewals.
Analyze and understand customer health metrics and implement proactive measures to address potential issues and mitigate risks.
Execute, iterate, and improve customer engagement using the T-12 customer journey playbook.
Foster long-term relationships and drive customer satisfaction.
Proactively identify opportunities for upselling and cross-selling, collaborating with strategy and marketing teams to develop campaigns that drive customer stickiness and revenue uplift.
Develop different approaches to drive ARPU uplift across Small-Medium-Large (S-M-L) customer segments.
Build and maintain executive relationships with customers.
Actively collaborate with customers, identifying their unique needs and challenges from both business and technical perspectives.
Map customer needs back to solutions offered by CTOS.
Communicate and visualize customer requirements, feedback, or potential solutions leveraging existing offerings to provide unique solutions with the product development team.
Track key performance indicators: Churn, Renewal Rate, Revenue Uplift, ARPU, and CSAT.
Utilize Sales Performance Standard (SPS), SFDC, and dashboards for performance monitoring, management, and process improvement.
Job Requirements:
Minimum diploma or bachelors degree or equivalent qualification in any discipline.
At least 6 months of working experience in customer servicing, sales, and marketing.
Experience working with corporate and enterprise accounts with sales cycles is an advantage.
- Experience of 3 - 5 years managing customer retention (will be required to manage customers that wanted to terminate our services and experience in B2B (SME industries preferable).
- Able to travel within Klang Valley
Job Type: Full-time
Pay: RM3,500.00 - RM5,000.00 per month
Schedule:
* Monday to Friday
