IT Customer Service Excutive + BD | Contract

PERSOL; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

PERSOL Tech Services Pte Ltd is seeking a customer-focused professional to manage customer expectations, build partnerships, and act as the central point for all support-related queries. You will drive service delivery improvements and help customers maximize value from our services.

The role emphasizes collaboration with sales, support, billing and technical teams, ongoing SLAs/KPIs reviews, and proactive engagement to ensure high-quality service and customer satisfaction.

Qualifications

• Strong interpersonal skills enabling clear communication with customers and team

Responsibilities

• Manage customer expectations and build strong partnerships.
• Act as a focal point for all support-related queries and issues.
• Be passionate about customer satisfaction and continuous service delivery improvements.
• Work with customers to ensure they are leveraging services effectively and finding value in our services.
• Assess customer feedback and improve procedures to ensure great customer service.

Job description

Customer focused

• Manage customer expectations and Build strong partnership
• Act as a focal point for all support related queries and issues.
• Be passionate about customer satisfaction and experience and continuous service delivery improvements
• Work with customers to ensure they are leveraging services effectively and finding value in our services
• Assessing customer feedback and improving procedures accordingly to ensure that great customer service is always provided

Communication and Stakeholder engagement

• Possess strong interpersonal skills, which enables them to communicate with customer and team, give clear instructions and provide great customer service
• Ensure that effective communication is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes
• Manage multiple stakeholders. Work closely with sales, support, billing and other technical teams
• Ensure that regular reviews of the services provided (Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
• Review with support team to ensure that all support tasks and deliverables meet quality and service levels
• Notify/escalate critical issues or variations to Operation managers/Project Manager

Teamwork and Collaboration

• Collaborate, problem solving, and/or strategize upcoming client meetings with various team members
• Collaborate with team members to establish relationship and to continually improve the quality, effectiveness, and efficiency of our processes

Business Development

• Work with Senior managers to increase revenue by upselling the service
• Identify, prospect, and acquire new clients to achieve business growth targets.
• Generate new business opportunities through networking, referrals, cold calling, and market research.
• Prepare and deliver proposals, quotations, and presentations tailored to clients' requirements.

PERSOL Tech Services Pte Ltd

UEN No. 202233837K