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The Manager, Customer Service Excellence Support role is responsible for managing system enhancements, implementations, and continuous improvement initiatives across customer service operations and customer journey management. This includes working closely with internal stakeholders within CX Team and external stakeholders such as IT & TG Teams etc. on system configurations, deployment of new projects, initiatives and supporting UAT activities. Additionally, responsibility includes preparing and developing high-quality PowerPoint presentations for senior management.

• Maintain system accuracy and ensure configurations align with operational requirements.
• Support new system implementation, integration, and migration activities.
• Coordinate with IT and relevant stakeholders for system deployment and upgrades.
• Ensure smooth transition during new project rollouts with minimal disruption to operations.
• Lead system performance post-deployment and troubleshoot issues of Customer Service Operation-related systems.
• Assist in planning and execution of system-related projects.
• Ensure proper documentation, projects tracking and deployment activities.
• Collaborate with cross-functional teams to align system capabilities with business needs.
• Prepare clear and professional documentation for BRS, System & Operations changes.
• Support the development and continuous improvement of end-to-end customer journeys such as journey mapping and VOC related.
• Develop high-quality PowerPoint presentations for senior management.
• Present and report system updates, project progress, and insights effectively.
• Conduct UAT/OAT for products, services, and system enhancements.
• Coordinate with stakeholders to ensure issues are resolved before go-live.
• Participated on CIM deployment, enhancement and system migration
• Be able to work out of office hours including night activities, weekends & public holidays if required.
• Perform other duties and tasks as assigned by immediate superior & management

Education

• Bachelor’s degree in business/Statistics/IT/Computer Science

Experience

• Minimum 5+ years of experience in Telecom or Service Industry (Preferable: Familiar with Customer Service systems, Customer Feedback Surveys, processes, and reports)
• Able to work flexible hours (weekend/night) if business requires
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Key Skillsets (3 - 5 skillsets)

• Excellent customer service mind-set, good attitude, interpersonal skills, problem-solving skills, management level presentation skills and valued teamwork.
• Be highly motivated, self-initiative and professional.
• Open to new challenges and proactive in executing ad-hoc activities.
• Stakeholder Management (status tracking, following up and escalation)
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good communication/presentation and can convey messages expressively and clearly.