#### Position Description:


\- Handle complaints which exceed the management ability of the first line
client satisfaction specialist
\- Good understand of all customer dissatisfaction issues. Ability to analyse
the root cause and seek ways to improve
\- Manage all day-to-day service operations to all customers delivery are done
within SLA and customer expectation
\- Strong and effective governance on service vendor and supplier
\- Strong business acumen to identify opportunities to upsell advance services
\- Has knowledge of IT service industry and able to identify potential gaps
for upselling on advance services to customers
\- Enablement of service partners to enhance service options
\- Ability to manage business and financial data to manage profitable margin
in Upsell Services

#### Position Requirements:


• 3-5 years’ experience on service vendor management
• Diploma or Bachelor’s Degree in Business Administration, Computer Science or
Engineering
• Experience working in MNC environment, interacting with out-country
counterpart
• Excellent interpersonal and communications skills
• High ability to manage difficult customer issues or escalation
• Effective communication in English - Written and verbal
• Able to prioritise in a fast paced, dynamic work environment
• Able to problem solve and think laterally

We are an Equal Opportunity Employer and do not discriminate against any
employee or applicant for employment because of race, color, sex, age,
religion, sexual orientation, gender identity, status as a veteran, and basis
of disability or any federal, state, or local protected class.