Job summary

We're looking for a customer-obsessed professional to own the full customer lifecycle from onboarding to retention. As the primary contact for customers and channel partners, you'll maximise value from our telecom and ICT solutions while collaborating cross-functionally to deliver exceptional service and growth.

Min Qualification:

Bachelors

Experience Level:

Mid level

Experience Length:

3 years

Job descriptions & requirements

We are looking for a proactive and customer-focused Customer Success & Support Officer to join our growing team. In this role, you will act as the key link between our customers, partners, and internal teams—driving customer satisfaction, retention, and seamless service delivery across all touchpoints.

About the Role

You will manage the full customer lifecycle, from onboarding to retention, ensuring clients derive maximum value from our telecom and ICT solutions. You will collaborate closely with Sales, Engineering, Marketing, and Channel Partner teams to deliver exceptional customer experiences and support business growth.

Key Responsibilities

• Manage customer and partner onboarding within defined SLAs
• Act as the primary point of contact for customer support and issue resolution
• Monitor customer usage, adoption, and account health
• Proactively identify churn risks and upsell opportunities
• Coordinate training sessions, webinars, and stakeholder engagements
• Track and report on customer satisfaction and SLA performance
• Work with engineering teams on product updates and maintenance communication
• Maintain accurate documentation, FAQs, and user guides

Requirements

• Diploma or Degree in Business, IT, Telecom, or a related field
• Minimum 3 years’ experience in customer success, support, or telecom/ICT
• Strong communication and interpersonal skills
• Experience with CRM tools (e.g., Zoho), VoIP, SIP trunking, and PBX systems

Key Competencies

• Strong analytical and problem-solving skills
• Customer-first mindset
• Ability to manage escalations and meet SLA targets

• Manage customer and partner onboarding within defined SLAs
• Act as the primary point of contact for customer support and issue resolution
• Monitor customer usage, adoption, and account health
• Proactively identify churn risks and upsell opportunities
• Coordinate training sessions, webinars, and stakeholder engagements
• Track and report on customer satisfaction and SLA performance
• Work with engineering teams on product updates and maintenance communication
• Maintain accurate documentation, FAQs, and user guides

• Strong communication and interpersonal skills
• Experience with CRM tools (e.g., Zoho), VoIP, SIP trunking, and PBX systems
• Strong analytical and problem-solving skills
• Customer-first mindset
• Ability to manage escalations and meet SLA targets

• Diploma or Degree in Business, IT, Telecom, or a related field
• Minimum 3 years’ experience in customer success, support, or telecom/ICT