Senior Customer Experience Lead for VIP Partners (24/7)

Pismo Research (Malaysia) Sdn Bhd

Kuala Lumpur

Vor Ort

MYR 120.000 - 180.000

Vollzeit

Vor 2 Tagen

Sei unter den ersten Bewerbenden

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Zusammenfassung

Pismo Research (Malaysia) Sdn. Bhd. seeks a Customer Experience Manager / Assistant Customer Experience Manager to lead service delivery for high-value channel partners and VIP accounts, while coaching the Tier-1 support team in a 24/7 rotating schedule.

You will drive cross-functional operations with Sales, Logistics, Production and Technical Support to sustain CSAT, FCR and account health. Strong experience in B2B relationships is essential.

Qualifikationen

5+ years in Customer Experience, Partner Success, or B2B Account Management.
Experience managing distributors, channel partners, or enterprise accounts.
Ability to coach frontline Tier-1 teams.
Strong negotiation and de-escalation skills; cross-functional coordination.
Willingness to work a 24/7 rotating shift schedule.

Aufgaben

Serve as operational liaison for distributors, channel partners, and premium accounts; review SLA adherence.
Safeguard account retention and loyalty through proactive service solutions.
Mentor Tier-1 support team; create playbooks and handle workflows.
Coach agents on de-escalation and VIP communication; improve FCR and CSAT.
Own high-impact partner complaints and escalation workflows end-to-end.
Perform root-cause analyses and implement preventative measures.
Coordinate with Sales, Logistics, Production, and Technical Support to resolve delivery roadblocks.
Monitor operational metrics and drive cross-department improvements.

Kenntnisse

Customer Experience

Partner Success

B2B Account Management

Coaching Tier-1 teams

Negotiation & De-escalation

Jobbeschreibung