Building Relationship Manager

Job Summary

The Building 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.

Key Responsibilities

• 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.

Candidate Requirements

Education & Experience

• Diploma or Bachelor's Degree in Business, Communications, Marketing, or a related field.
• 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.
• Experience managing a portfolio of accounts or a defined customer base, rather than pure transactional/ticket-based support.

Core Competencies

• 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 (e.g. Mont Kiara, KLCC corridor).

Other Requirements

• Own transport required. Role involves regular on-site presence across multiple buildings within the assigned cluster.
• Comfortable with CRM systems, basic reporting tools, and WhatsApp Business or equivalent messaging platforms.
• Willing to work a schedule that may include occasional evenings/weekends, within standard labour law limits.

What Success Looks Like (First 90 Days)

• Has met with building management/JMB representatives at all buildings in the assigned cluster.
• Query response and follow-up times are consistently within the cluster's target SLA.
• Has identified and actioned at least one upsell or retention opportunity per week on average.
• CRM records are complete and up to date for all customer interactions.