Customer Solutions Specialist (Telesales)

Job Summary:

The Customer Solution Specialist (CSS) shall augment the CS support for Singapore C Malaysia Residential customers, focused on MY digital leads conversion and complex customer cases such as customer retention, account renewal and expansion, and multi issue cases.

The CSS will support customers in English, Bahasa Malaysia, and Mandarin, providing localized assistance and personalized solutions throughout the customer journey.

Key Responsibilities:

Customer Relationship Management s Retention

• Handle retention cases, including:
• Contract renewal / recontract enquiries
• Service dissatisfaction
• Billing concerns
• Relocation requests
• Termination considerations
• Recommend appropriate solutions to retain customers while aligning with company policies.

Account Expansion & Value Growth

• Identify opportunities to increase customer value through relevant products and services.
• Understand customer needs and recommend suitable offerings, including:
• Broadband plan upgrades
• Value-added services (VAS)
• Additional service options

Customer Support Case Ownership

• Handle customer enquiries via phone, email, WhatsApp, chat, and CRM cases.
• Provide support for Mandarin and Malay-speaking SG C MY Residential customers on:
• Broadband services
• Account management
• Billing enquiries
• Router and service-related issues
• Service requests
• Own customer cases from enquiry to resolution, ensuring timely updates and closure.
• Coordinate with internal teams including Service Delivery, NOC, Finance, and Sales to resolve customer issues.

"We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients."

Escalation Management & Service Recovery

• Manage escalated customer cases with professionalism and ownership.
• Conduct root cause analysis and provide effective service recovery solutions.
• Ensure customer concerns are addressed promptly to restore confidence and maintain relationships.

Operational Excellence

• Maintain accurate customer records and case updates in Salesforce CRM.
• Ensure compliance with operational processes and customer handling guidelines.
• Achieve key performance targets including:
• Customer Satisfaction (CSAT)
• Retention performance
• SLA compliance
• Quality Assurance (QA)
• Productivity
• Case resolution performance

Business Continuity Support

• Provide local support capability for SG C MY Residential customers as part of business continuity planning.
• Support operational coverage during regional disruptions or unforeseen events affecting other support locations.

Requirements:

• Minimum 2 years of experience in customer service, customer success, account management, or contact centre operations.

• Proven experience handling customer escalations, retention cases, or service recovery.

• Proven sales skills are compulsory for this role.

• Fluent in English, Bahasa Malaysia and Mandarin.

• Experience in telecommunications, broadband, technology, or subscription-based services is preferred.

• Strong communication, negotiation, and problem-solving skills.

• Customer-focused with strong ownership and accountability.

• Familiarity with CRM systems (Salesforce preferred).