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20 Aug 2016

Full-Time Service Relationship & Customer Insights Associate

Agensi Pekerjaan Kayelle Sdn Bhd – Posted by admin Subang Jaya, 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. 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. Job Tags: jobs-in-kuala-lumpur and jobs-in-subang. Salaries: 40,000 - 60,000.

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