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CX RESOLUTION (COMPLAINT)

Date: 02-Aug-2022

Location: PETALING JAYA, MY

Company: Celcom Axiata Berhad

Job Description

  1. Analyze, monitor and control key drivers contributed to ageing complaints (company-wide), in the effort to optimize resources and performance
  2. Identify, validate and map out all relevant workflows, remove waste and low-value activities, and recommend solutions .(Scope: Streamline valid escalation workgroups; company-wide)
  3. Plan, develop and initiate regular engagement with assigned line of businesses cross divisional including all CX customer touch point teams (BC, CC, Social Media); continuous conversation on current performance; to strategize and agree on feasible quick fix and long-term solution
  4. Review, monitor and trail assigned line of businesses cross divisional including all CX customer touch point teams (BC, CC, Social Media) to manage their daily inflow (cases) constantly
  5. Facilitate abrupt meetings with identified stakeholder to drill-down burning issues cropped up at ground and report issues including agreed quick fixes and long-term solution (rectification to be carried out by identified owner) and follow up until implementation
  6. Plan and facilitate biweekly huddle with all line of businesses to review and track progress of open-issues; keep track of all identified issues, steps taken to mitigate situation and lessons learned for future reference
  7. Evaluate and monitor effectiveness and quality of case resolution (from created until closed) to ensure absolute customer satisfaction
  8. Analyze, monitor and control Ageing, Top Escalated and Repeated Complaints by conducting appropriate tests to evaluate the adequacy of internal controls to manage compliance risk and promptly follow up on any identified deficiencies and plans to address such deficiencies at root causes; identified stakeholders to carry out immediate and long-term mitigation actions within agreed timeline
  9. Analyze existing business processes using various methods such as gap analysis or PDCA (Plan-Do-Check-Act) to find improvement opportunities and losses to determine root causes (incorporating Six Sigma and Agile way of working)
  10. Identify and validate defects after CR deployment involving Customer Trouble Ticket and Service Request flows issued by Blue Cube, Contact Centre, Social Media, Level 2 and other stakeholders associated with complaint management (company-wide); align interim measures between all relevant stakeholders and follow through issues until rectification is carried out by IT

QUALIFICATIONS, EXPERIENCE & SKILLS/COMPETENCIES

Education Qualification:

  • Bachelor's degree in engineering, business, or similar fields

Computer Literacy:

  • Well versed with MS Word, MS Excel and PowerPoint

Language:

  • Strong English oral and written communication skills, second language advantageous

 

Personality Preference:

  • Assertive, modern, outstanding, trust, transparency and diligence

 

Mobility/ Travel Flexibility:

  • Ability to work with stakeholders to assess potential risks

 

  • A minimum of 3 years’ experience in a similar role.

Preferable Previous Work Background:

  • Operational expertise in Customer Servicing
  • Telecommunications / Service Industry

TECHNICAL & BEHAVIOURAL COMPETENCIES/ SKILLS

  1. Strategic Thinking Skills
  2. Problem Solving Skills
  3. Self-Motivated Qualities 
  4. Good interpersonal skills
  5. Project Management skills
  6. Excellent Communication skills
  7. Ability to Network and Influence people
  8. Operational Adeptness


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