Job Title: Customer Service Manager (CSM)
Overall Responsibility
- Own end-to-end responsibility for Quality of Service and Customer Satisfaction across all in-sourced and outsourced services and solutions for assigned customers.
- Ensure service delivery is consistently measured against defined Service Level Agreements (SLAs).
- Act as the primary point of contact for customers (Malaysia and International) for all service-related matters, excluding Incident Management. During major incidents, act as a secondary escalation point.
- Proactively identify customer needs and opportunities to enhance and grow the relationship, collaborating with account teams to support up-selling of services and solutions.
- Maintain strong knowledge of all services and solutions to effectively support customers.
Service Level Management
- Plan, prepare, and manage monthly and annual Service Review Meetings with customers, including documentation of minutes.
- Drive and manage the Service Improvement Program (SIP), including:
- Customer feedback (e.g., surveys)
- Customer complaints (including billing-related)
- Root Cause Analysis (RCA)
- Chronic incident analysis
- Ensure all improvement actions:
- Are clearly defined with ownership and timelines
- Are tracked and updated regularly
- Are resolved efficiently to ensure customer satisfaction
- Present SIP updates during service reviews and through ongoing updates.
- Prepare and deliver monthly customer reports covering SLA performance, incidents, and SIP progress.
- Coordinate reporting tools and ensure availability of performance insights and trends.
- Review internal RCA reports and create customer-facing RCA reports, ensuring all resulting actions are tracked in SIP.
- Resolve non-commercial queries and escalations, including billing-related concerns (commercial matters handled by Account Manager).
Availability Management
- Notify customers in advance of any scheduled maintenance that may impact services.
Change Management
(Applicable where extended service support is subscribed)
- Communicate scheduled maintenance and customer-requested changes.
- Coordinate and track change requests via the relevant change management tools.
- Lead and organize Customer Advisory Board (CAB) meetings for major changes.
- Provide continuous updates during and after change implementation.
- Ensure accurate reporting and tracking of billable changes.
Configuration Management
- Ensure accuracy and integrity of customer data across systems and tools.
- Raise and track data correction requests where required.
- Maintain and provide updated customer documentation, including:
- Customer Operations Guide (COG)
- Service Level Agreement (SLA)
- Topology Diagram
- Customer Contact List
- Customer Business Objectives & Risks
- (+ Business Continuity Plan, if applicable)
- Ensure all documentation is updated and stored in the designated repository.
Financial Management
- Maintain awareness of customer profitability and service performance.
- Manage customer P&L where applicable.
Continuity Management
- Ensure backup coverage for all key deliverables.
- Define and maintain Service Continuity Plans aligned with business needs and SLAs.
- Conduct periodic testing of continuity plans as agreed with the customer.
Requirements
Language Skills:
- Proficiency in English (mandatory)
Technical Skills:
- Strong understanding of Networks, IT Services, Mobility, Voice, and Integration technologies
Soft Skills:
- Excellent communication, presentation, and negotiation skills
- Strong organizational abilities
- Ability to work independently with a proactive mindset
- Ability to perform under pressure and manage escalations effectively
Education & Certification:
- Bachelor's degree (Business, IT, or related field) or equivalent
- ITIL certification preferred
Experience:
- Minimum 5 years of experience in customer-facing roles within the telecom or IT industry
- Experience in customer service and project management
- Experience managing virtual teams and handling technical environments
Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions
