Customer Success Manager

Job Responsibilities

• Serve as the main contact for customers using Toll-Free, IDD, and voice services

• Support customer onboarding, service activation, and testing

• Monitor service performance and voice quality

• Handle customer inquiries and coordinate issue resolution with internal teams

• Communicate service updates, maintenance, and incidents to customers

• Review traffic usage and reports with customers and suggest improvements

• Support customer testing and service validation to meet agreed standards

• Gather customer feedback and work with teams to improve service quality

• Identify service expansion or upsell opportunities and work with Sales

• Maintain accurate customer records, tickets, and reports

Job Requirements

• Diploma or above in Telecommunications, IT, Business, or related disciplines

• 3-5 years of experience in Customer Success, Account Management, or Telecom services

• Telecom industry preferred. Fresh graduates are welcome with strong communication skills and interest in telecom

• Basic understanding of Toll-Free, IDD, and voice services

• Commercial mindset with focus on customer value, growth, and retention

• Ability to discuss service quality and traffic performance in a business-oriented manner

• Strong communication, coordination, and problem-solving skills

• Customer-focused, proactive, and able to manage multiple priorities effectively