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24 Aug 2016

Full-Time Service Relationship & Customer Insights Associate

Agensi Pekerjaan Kayelle Sdn Bhd – Posted by admin Subang Airport, Selangor, Malaysia

Job Description

This is a team of specialists that dedicatedly manages all service related complaints/escalations from regulatory bodies (SKMM, CFM, KKMM) NGOs and consumer tribunals & associations (Tribunal Tuntutan Pengguna Malaysia, NCCC. FOMCA etc.) Media and internal CXO offices. This team manages 2 dedicated service portals from the regulators (Aduan SKMM & Aduan CFM) for Maxis. This team also manages the internal dedicated one-stop special channel for Maxis employees (Maxis Green Lane) on service support and sales lead generation via the Customer First channel and service hotline of 03-74914111. This team of specialists also extends supporton Maxis ad-hoc initiatives e.g. the upcoming MVNO (REDTone) support.   This team will work to investigate customer issues end-to-end with the various internal departments, predominantly on complaint management; identifying root cause and providing resolution to customers; also identifying service trends & process improvement opportunities to enhance the service and customer experience.  This team represents Maxis at the regulator body monthly meetings on complaint management for Maxis.

 

What are you accountable for?

  • Ensure all customer escalations (consumer & enterprise segments) are attended to in a timely manner (OLA) & responses to customers are kept within the stipulated KPI time frame (SLA).
  • Identify the service complaint/issues highlighted and investigate the matter within Maxis internal departments.
  • Complete the investigations and decide on the appropriate root cause/findings and proposed resolutions.
  • Communicate the decision or resolution to customers in the effort to close out and resolve matters.
  • Evaluate any process improvement or corrective measure that needs to be established internally for better service experience to customers.
  • Define and maintain precedent and service logic on decision making and waiver approvals arising from unique service complaints and exceptional handling management.
  • To report on the Voice of Customers (VOC), unique service issues and regulator/industry comments back to the business units/stakeholders to help initiate corrective measures to customers in efforts to mitigate the service propositions. E.g. the mechanism of our product & service offering.
  • Consolidate service& knowledge gaps observed from case studies & formulate a more efficient management of cases/situations upfront to improve service standard/experience to our customers.

What do you need to have for this role?

  • Advance Diploma / Degree
  • Total Work Experience: 7 to 10 years
  • Total Relevant Experience: 4 to 6 years in a service related industry.
  • Good interpersonal and communication skills; with the ability to write and converse well in English & Bahasa Malaysia.
  • Good decision making & able to work independently and cross functionally.
  • Knowledge in the telecommunication industry (products/svcs) and familiarity on CRM system knowledge is an added advantage.
  • Personal traits: Positive, Passionate, Collaborative, A self-starter, Ability to perform under pressure in a challenging environment and A team player

 

Job Categories: Customer Service. Job Types: Full-Time. Salaries: 40,000 - 60,000.

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