TP - DCS - Customer Success

CBRE Asia Pacific; Hongkong; On-site; HKD 223,200 - 334,800; Full time

Job summary

A leading real estate services firm in Hong Kong seeks a Customer Success Officer for a 1-year contract. The role involves delivering exceptional customer service in a data center environment, fostering client relationships, and managing post-sales support. Ideal candidates should have at least 2 years of customer service experience, a relevant university degree, and strong organizational skills. Proficiency in Chinese and English, including Mandarin, is required.

Qualifications

• Minimum 2 years’ experience in customer service management with mechanical and electrical technical knowledge.
• University degree and above.
• Highly organized with attention to detail.

Responsibilities

• Provide high quality customer operations to corporate premium accounts.
• Build and improve relationships of trust and integrity with designated customers.
• Manage and maintain client relationships ensuring overall client satisfaction.

Skills

Customer service management

Mechanical and electrical knowledge

Client servicing

Attention to detail

Interpersonal skills

Team collaboration

Change management

Education

University degree

Job description

Customer Success Officer, Data Center (1-year contract, M&E knowledge required)

CBRE is looking for a Customer Success Officer for a sizable colocation data center client. The job holder will provide post-sales support and build positive relationships with colo's clients, and drives collaboration with client and internal cross functional teams to provide reliable service. He / she will provide best in class support through the evaluation of customer loyalty and oversight of regional customers.

Responsibilities

• Provide high quality customer operations to corporate premium accounts in data center business
• Build and improve relationship of trust and integrity with designated customers.
• Perform post-sales service delivery and management.
• Handle billing enquiry and adjustment.
• Incident management, escalation to relevant parties to solve the problem for the customers.
• Communicate to stakeholders all relevant information such as progress to SLAs, improvement areas etc.
• Championing and owning customer retention and partnering with sales on upsells.
• Manage and maintain client relationship, ensuring that all assigned client accounts are obtaining value, and ultimately be responsible for overall client satisfaction
• Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior
• Advocating for customer needs and educate them on adopting new features

Requirements

• Minimum 2 years’ experiences in customer service management with mechanical and electrical technical knowledge
• University degree and above
• Experience in client servicing and account management
• Highly organized, with attention to detail and a dedication to resolving issues.
• Experience in change / incident management
• Knowledge of datacenter products and services is an advantage (MEP / ICT)
• A good team player with self-motivation and good interpersonal skills for cross-functional team collaboration
• Good command of spoken and written Chinese and English, and proficient in Mandarin