Enterprise Business - Customer Management Specialist (Contract)

Job Description

Responsible for overseeing end-to-end customer issue resolution within SLA targets, coordinating with cross-functional teams to ensure effective outcomes and a positive customer experience.

Responsibilities

Issue Resolution & Complaint Handling

• Manage and resolve customer inquiries and complaints across multiple channels (calls, emails, chat, ticketing systems).
• Ensure issues are addressed promptly to minimize disruption and maintain customer satisfaction.
• Provide clear, accurate, and timely updates to customers on case progress.
• Escalate complex or unresolved issues to the appropriate teams when required.

SLA Monitoring & Compliance

• Track and manage assigned cases in line with defined SLA response and resolution timelines.
• Follow up proactively on pending cases to avoid SLA breaches.
• Highlight risks or delays early and work with relevant teams to close gaps.
• Maintain accurate case records and documentation.

Escalation Coordination

• Support the execution of escalation processes for critical or high-impact issues.
• Coordinate with internal stakeholders to expedite resolution.
• Ensure proper documentation and closure of escalated cases.
• Assist in tracking recurring escalations and flagging trends.

Customer Feedback & Reporting

• Capture customer feedback during and after case resolution.
• Support CSAT/ NPS initiatives by encouraging feedback participation.
• Identify common issues and share insights with the team for improvement.
• Assist in preparing basic reports on case status, SLA performance, and trends.

Requirements

• This position is on a 2-year 3rd party outsourced contract.
• Diploma or Bachelor’s Degree in Business Administration, Communications, Customer Service, or a related field.
• Minimum 1–3 years of experience in customer service, customer management, or a related role; experience in the telecommunications industry is an added advantage.
• Professional certifications in Customer Service, Customer Experience (CX), CRM platforms, or service excellence training are preferred.
• Strong customer service orientation with excellent stakeholder management and relationship-building skills.
• Proven ability to manage multiple priorities and work effectively in a fast-paced environment.
• Analytical and solution-oriented mindset with strong problem-solving capabilities.
• Excellent verbal and written communication skills, with the ability to coordinate effectively across teams.
• Experience in SLA management, escalation handling, complaint resolution, and customer experience improvement initiatives is an advantage.
• Strong customer handling skills, demonstrating professionalism, empathy, and effective communication across multiple channels.
• Ability to assess issues, identify root causes, and implement timely and effective resolutions.
• Effective time management and prioritization skills to manage multiple cases while meeting SLA commitments.
• Strong coordination and stakeholder management capabilities, with the ability to collaborate across functions to resolve customer issues and escalations.