Role summary
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. The role holder will drive strategic enhancements, ensuring customer satisfaction, and optimizing service delivery to align with evolving business needs and industry standards.
Responsibilities
- Act as a technical interface with 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 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 competition
- Develop and deliver technical training sessions for customers to maximize understanding and utilization of products or services
- Implement processes for continuous improvement in technical support services, ensuring customer needs are met efficiently and effectively
- Collaborate with cross-functional teams such as product development, stc Technology, and customer care to resolve customer issues
- 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 guiding customer engagement
- Establish robust feedback loops with customers to gather insights on experiences, pain points, and improvement suggestions
- Implement quality assurance measures to ensure technical support services meet standards and exceed customer expectations
- Utilize data analytics and customer feedback to make informed decisions on service improvements, feature updates, and customer satisfaction initiatives
- Perform other responsibilities and tasks related to the job as directed by line manager
Qualifications
- Knowledge of ICT and Telco products
- Customer relations skills
- Communication and interpersonal skills
Education
Bachelor Degree in Business Administration or Technology
Experience
Minimum 5 years of experience in related discipline. Prior experience in technical account management in telecommunication required.
Skills
- Cisco Certified Technician (CCT)
- Huawei Certified ICT Professional (HCIP)
- Cisco Certified Network Professional (CCNP)
Education · Experience · Type
Bachelor'sRequires 5+ yearsSalary not stated