Relationship Manager at Appzone Limited

Job Description

• Serve as the first point of contact for all customer operational issues and requests.
• Log, categorise, prioritise, and track cases on the service desk platform with proper categorisation, reproducible issue detail, and correct routing.
• Ensure clean escalation and closure notes for every ticket.
• Coordinate with Product Support and Engineering for deeper investigations on complex issues.
• Maintain proactive communication with customers throughout the resolution lifecycle, providing timely status updates and expected resolution timelines.
• Participate in daily and weekly service review cadences and contribute to operational reporting.
• Flag recurring or systemic issues to the RM Team Lead for escalation and root cause analysis.
• Maintain up-to-date client records including contact details, product subscriptions, and interaction history.
• Surface client sentiment, recurring pain points, and operational insights to the CSM team to support strategic engagement.

Key Outcomes/KPIs 

• SLA adherence – response and resolution targets met consistently.
• Ticket quality – proper categorization, reproducible issue detail, correct routing.
• First-contact resolution rate (where applicable).
• Customer communication quality and timeliness.
• Volume of open vs. closed tickets per reporting period.
• Internal escalation response time and follow-through rate.

Requirements

• BSc in Accounting / Accountancy or a similar numerate discipline will be preferred.
• 2+ years of experience in B2B Relationship Management, Customer Support, Customer Success, Customer Relations, Customer Experience, Customer Operations, Technical Support, or Product Support role.
• Strong problem-solving and communication skills with familiarity with ticketing tools and service processes (ITIL-aligned discipline).
• Ability to handle pressure and manage multiple customers concurrently.
• Proficiency with service desk/ticketing platforms (e.g., Freshdesk, Zoho Desk, or similar).