Relationship Manager

Job Overview:

The Relationship Manager (RM) is the dedicated, on-site point of contact for TIME dotCom subscribers within an assigned cluster of residential buildings. The role blends enterprise-style account management, proactive relationship-building, retention, and upsell; with the practical, on-the-ground presence of a community-facing concierge. This is not a reactive helpdesk role: the RM is expected to build durable relationships with residents and building management, follow up independently on open issues without being prompted, and identify upsell and retention opportunities before they become problems.

Your work life:

• Serve as the single, consistent point of contact for all TIME dotCom subscribers within the assigned building cluster, handling enquiries across call, chat, WhatsApp, and in-person channels.
• Proactively follow up on open cases, installation requests, and service issues through to resolution — without requiring escalation or reminders from supervisors or customers.
• Build and maintain relationships with building management/JMB committees to support smooth on-site operations.
• Identify and act on upsell opportunities based on individual customer usage patterns and building-level trends.
• Monitor and reduce churn risk within the assigned cluster by identifying at-risk accounts early.
• Maintain accurate, timely CRM records for reporting and handover continuity.
• Report cluster-level performance to the assigned Manager on a regular cadence.
• Represent the TIME dotCom brand professionally in all on-site and remote interactions.

To be considered, you’ll need:

• Education: Diploma or Bachelor's Degree in Business, Communications, Marketing, or a related field.

• Experience:
• Minimum 2–3 years' experience in account management, customer relationship management, or enterprise/B2B customer-facing roles.
• Telecommunications or utilities industry experience is an advantage.
• Skills:

• • Strong follow-up discipline and organisational rigour — able to identify and drive tasks to completion independently, chase outstanding items without prompting, and keep multiple open threads organized simultaneously. This is a role for someone who closes loops, not one who waits for the next ticket.
  • Above-average analytical and problem-solving ability — able to read a situation and reason through the best next step rather than following a script. This role requires judgment, not just procedure following.
  • Proactive relationship-building — comfortable initiating conversations with residents and building management, not just responding to inbound queries.
  • Clear communication — able to explain technical issues in plain language to non-technical residents.
  • Multitasking and time management — able to manage multiple buildings, multiple open cases, and administrative reporting without dropping items.
  • Composure under pressure — a calm, professional presence when handling complaints or difficult conversations, without escalating tension.
  • Language & Communication
  • Fluent spoken and written English and Bahasa Malaysia; conversational Mandarin or Tamil is an advantage given the ethnic and expatriate composition of several clusters.

Our Commitment to You
At Time, we believe great work deserves great support. Here’s what you can look forward to when you join us:

• Comprehensive medical coverage for you and your immediate family, including outpatient care, hospitalisation, dental and optical benefits.
• Wellness support with an annual spending account for health-related needs, alternative treatments, or even paid-up premiums for personal insurance.
• Employee assistance during life’s big moments, from celebrations to times of bereavement.
• Learning & growth opportunities through dedicated time for learning, access to LinkedIn Learning and rewards for upskilling.
• Cash rewards for recognised certifications and full reimbursement for up to two approved professional memberships each year.

*Only shortlisted candidates will be notified.