Relationship Manager

TIME dotCom Berhad; Selangor; Presencial; MYR 67.000 - 112.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical coverage

Wellness account

Employee assistance

Learning & growth opportunities

Membership reimbursements

Descripción de la vacante

TIME dotCom Berhad in Kuala Lumpur, Malaysia, seeks a Relationship Manager to be the on-site contact for subscribers in an assigned building cluster. You will blend account management with community-facing coordination, building durable relationships with residents and building management, and spotting upsell and retention opportunities.

The role emphasizes proactive follow-up, CRM accuracy, and cross-channel communication.

Formación

• Diploma or Bachelor's Degree in Business, Communications, Marketing, or a related field.
• Minimum 2-3 years' experience in account management, customer relationship management, or enterprise/B2B customer-facing roles.
• Telecommunications or utilities industry experience is an advantage.

Responsabilidades

• Serve as the single, consistent point of contact for all TIME dotCom subscribers within the assigned building cluster, handling enquiries across call, chat, WhatsApp, and in-person channels.
• Proactively follow up on open cases, installation requests, and service issues through to resolution - without requiring escalation or reminders from supervisors or customers.
• Build and maintain relationships with building management/JMB committees to support smooth on-site operations.
• Identify and act on upsell opportunities based on individual customer usage patterns and building-level trends.
• Monitor and reduce churn risk within the assigned cluster by identifying at-risk accounts early.
• Maintain accurate, timely CRM records for reporting and handover continuity.
• Report cluster-level performance to the assigned Manager on a regular cadence.
• Represent the TIME dotCom brand professionally in all on-site and remote interactions.

Conocimientos

Relationship building

Account management

CRM

Communication

Multitasking

Time management

Problem solving

Educación

Diploma/Bachelor's Degree in Business/Marketing/Communications

Descripción del empleo

Building connections that matter is what we do best.

Based in Kuala Lumpur, Malaysia, Time dotCom is a telecommunications provider specialising in domestic and international connectivity, data centre, cloud and managed services solutions catered to the Retail, Enterprise and Wholesale markets.

The true heart of our business lies in our people's talents and the use of innovative technologies to serve our customers and communities.

Proudly Malaysian

We are proud to deliver Malaysia's fastest 100% pure fibre broadband service at speeds of up to 2Gbps to consumers across the country.

At the core of our fully-fiberised network is the Cross Peninsular Cable System (CPCS™), a nationwide fibre optic network that ensures exceptional availability, speed and reliability to meet future demands. It is this network that allows us to commit to end-to-end solutions and services that require the most exacting customer bandwidth needs.

Globally Focused

We have set our sights towards a global reach, with stakes in international submarine cable systems such as UNITY, Asia Pacific Gateway (APG), Asia-Africa-Europe-1 (AAE-1) and FASTER that allows us to seamlessly connect Asia to the rest of the world.

With foresight to establish ourselves as a regional cloud business, we offer borderless cloud services housed in our secure, carrier-neutral data centres. We are the gateway for international businesses to their end customers in Southeast Asia.

Here To Stay

Over two decades ago, we started with a vision to connect Malaysians and the world. Since then, we built a reputation for bringing cutting-edge solutions, innovative product offerings and transparency to our customers.

We remain committed towards pursuing service excellence and pushing the boundaries in technological offerings to be the best-in-class telecommunications provider in Malaysia and beyond.

TIME dotCom Bhd 199601040939 (413292-P)

Job Overview:

The Relationship Manager (RM) is the dedicated, on-site point of contact for TIME dotCom subscribers within an assigned cluster of residential buildings. The role blends enterprise-style account management, proactive relationship-building, retention, and upsell; with the practical, on-the-ground presence of a community-facing concierge. This is not a reactive helpdesk role: the RM is expected to build durable relationships with residents and building management, follow up independently on open issues without being prompted, and identify upsell and retention opportunities before they become problems.

• Serve as the single, consistent point of contact for all TIME dotCom subscribers within the assigned building cluster, handling enquiries across call, chat, WhatsApp, and in-person channels.
• Proactively follow up on open cases, installation requests, and service issues through to resolution - without requiring escalation or reminders from supervisors or customers.
• Build and maintain relationships with building management/JMB committees to support smooth on-site operations.
• Identify and act on upsell opportunities based on individual customer usage patterns and building-level trends.
• Monitor and reduce churn risk within the assigned cluster by identifying at-risk accounts early.
• Maintain accurate, timely CRM records for reporting and handover continuity.
• Report cluster-level performance to the assigned Manager on a regular cadence.
• Represent the TIME dotCom brand professionally in all on-site and remote interactions.

To be considered, you'll need:

• Education: Diploma or Bachelor's Degree in Business, Communications, Marketing, or a related field.
• Experience:
  • Minimum 2-3 years' experience in account management, customer relationship management, or enterprise/B2B customer-facing roles.
  • Telecommunications or utilities industry experience is an advantage.
• Skills:
  • Strong follow-up discipline and organisational rigour - able to identify and drive tasks to completion independently, chase outstanding items without prompting, and keep multiple open threads organized simultaneously. This is a role for someone who closes loops, not one who waits for the next ticket.
  • Above-average analytical and problem-solving ability - able to read a situation and reason through the best next step rather than following a script. This role requires judgment, not just procedure following.
  • Proactive relationship-building - comfortable initiating conversations with residents and building management, not just responding to inbound queries.
  • Clear communication - able to explain technical issues in plain language to non-technical residents.
  • Multitasking and time management - able to manage multiple buildings, multiple open cases, and administrative reporting without dropping items.
  • Composure under pressure - a calm, professional presence when handling complaints or difficult conversations, without escalating tension.
• Language & Communication
  • Fluent spoken and written English and Bahasa Malaysia; conversational Mandarin or Tamil is an advantage given the ethnic and expatriate composition of several clusters.

Our Commitment to You

At Time, we believe great work deserves great support. Here's what you can look forward to when you join us:

• Comprehensive medical coverage for you and your immediate family, including outpatient care, hospitalisation, dental and optical benefits.
• Wellness support with an annual spending account for health-related needs, alternative treatments, or even paid-up premiums for personal insurance.
• Employee assistance during life's big moments, from celebrations to times of bereavement.
• Learning & growth opportunities through dedicated time for learning, access to LinkedIn Learning and rewards for upskilling.
• Cash rewards for recognised certifications and full reimbursement for up to two approved professional memberships each year.

*Only shortlisted candidates will be notified.