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CX RESOLUTION (AUTHORITY) *contract position

Date: 29-Jul-2022

Location: Petaling Jaya, MY

Company: Celcom Axiata Berhad

Job Description

JOB PURPOSE
Resolve all complaints received from External Authorities / Government Bodies (Malaysia Communications & Multimedia Commission, Kementerian Komunikasi & Multimedia Malaysia, Tribunal Tuntutan Pengguna Malaysia & Consumer Associations)  as well as act as a focal point to engage with the External Authorities / Government Bodies to address all customer complaints from their channel to ensure effective and efficient resolution within the SLA and guidelines.

ACCOUNTABILITIES /KEY RESPONSIBILITIES

1    Engagement with external authorities personnel to maintain good relationship with all representatives of MCMC, CFM, Consumer Associations, FOMCA  and Kementerian Komunikasi & Multimedia Malaysia.   

2    Monitor all queues under External Authorities Resolution on daily basis to ensure Key Performance Index (KPI) are consistently achieved and cases are attended in timely manner
3    Represent and attend tribunal hearing as defendant at Tribunal Tuntutan Pengguna Malaysia court. 
4    Coordinate monthly meeting with product owner/internal team to identify the highest complaints and the fix the root cause. 
5    Analyse and initiate escalation issues with Regulatory Department for cases received via MCMC/CFM/KKMM and other related touch points to reduce red tapes in resolving cases logged at MCMC portal.

6    Facilitate and follow through with internal support groups e.g. network, finance, billing etc to resolve cases fast and within the agreed SLA to avoid any penalty being charged to Celcom

7    Identify, change and implement effective operations policy and process fostering continuous improvement at business operations. 
8    Manage all queues under External Authorities Resolution for all unresolved cases with aging to achieve the targeted KPI.

9    Monitor correspondence/cases received from External Authorities i.e MCMC, FOMCA, CFM, Consumer Associations are attended and achieved as per agreed SLA

QUALIFICATIONS, EXPERIENCE & SKILLS/COMPETENCIES

QUALIFICATION:
•    Minimum Degree in any related field

Preferable Previous Work Background:
•    Any customer facing industry, Call Center or Customer Service

Computer Literacy:
•    Microsoft Office, Word, Excel & Power Point

Language:
•    Proficient in English and Bahasa Malaysia

EXPERIENCE: 

•    Min 3 years’ experience in customer service 
•    Strong communication skills
•    Good Presentation skills
•    Strong operational knowledge of products, services, systems and processes

TECHNICAL & BEHAVIOURAL COMPETENCIES/ SKILLS

1.    Customer Service/Communication Skills: Ability to make fast decision to handle customer’s complaints. 
2.    Effectively find the root cause of issues, and communicate clearly to customers and frontlines. 
3.    Good presentation skills 
4.    Leadership Skills: Motivation for the team, work with them to make sure they abide by all company policies and procedures.
5.    Patience: Having patience and staying polite, even in stressful situations is helpful.
6.    Problem-Solving Skills: Ability to solve customer issues, sometimes without seeing the actual problem first hand.
7.    Strong interpersonal and facilitation skills.
8.    Analytical and innovative thinker.


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