Resident Success & Retention Manager

TIME dotCom Berhad; Kuala Selangor; On-site; MYR 60,000 - 110,000; Full time

Benefits offered by this job

Medical coverage

Wellness spending account

Employee assistance program

Learning and upskilling opportunities

Certification reimbursement

Job summary

TIME dotCom Berhad is seeking an on-site Relationship Manager to serve as the primary contact for subscribers in a defined building cluster. You will manage inquiries across call, chat, WhatsApp, and in-person channels, proactively resolve issues, and build strong relationships with building management.

You will identify upsell opportunities, monitor churn risk, and maintain CRM records for reporting. Fluency in English and Bahasa Malaysia is required, with Mandarin or Tamil a plus.

Qualifications

• Diploma or Bachelor's degree in Business, Communications, Marketing, or a related field.
• Minimum 2–3 years' experience in account management or enterprise/B2B roles.
• Fluent spoken and written English and Bahasa Malaysia; conversational Mandarin or Tamil is an advantage.

Responsibilities

• Serve as the single point of contact for TIME dotCom subscribers within an assigned building cluster across multiple channels.
• Proactively follow up on open cases, installations, and service issues through to resolution.
• Build and maintain relationships with building management/JMB committees for smooth operations.
• Identify upsell opportunities based on usage patterns and trends.
• Monitor churn risk and maintain accurate CRM records; report performance to management.
• Represent the TIME dotCom brand professionally in on-site and remote interactions.

Skills

Follow-up discipline

Organisational rigour

Relationship-building

Analytical thinking

Clear communication

Multitasking

Composure under pressure

Education

Diploma or Bachelor's Degree in Business/Communication/Marketing

Job description

TIME dotCom Berhad is seeking an on-site Relationship Manager to serve as the primary contact for subscribers in a defined building cluster. You will manage inquiries across call, chat, WhatsApp, and in-person channels, proactively resolve issues, and build strong relationships with building management.

You will identify upsell opportunities, monitor churn risk, and maintain CRM records for reporting. Fluency in English and Bahasa Malaysia is required, with Mandarin or Tamil a plus.