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HOME FULFILLMENT OPERATIONS

Date: 23-Aug-2021

Location: Petaling Jaya, MY

Company: Celcom Axiata Berhad

Job Description

JOB PURPOSE
To end to end manage all pre-sales / order management matters pertaining to Celcom Home business. Responsible to ensure strategic fulfillment plans are executed to drive efficiency and ensure all service installation / restoration tickets / issues are escalated and resolved within the agreed SLA’s. 

ACCOUNTABILITIES 
1. Select and manage a team to support FWA and Fiber channels / installers on any operational / technical issues pertaining to order management. Ensure all tickets / issues for FWA / fiber is executed based on the pre-defined customer journey and also within SLA’s with the objective to grow the Celcom Home revenue 
2. To come up with a reliable governance framework to manage all the operational issues effectively and efficiently for home business and ensure customer experience target NPS is met
3. Continuously implement plans to drive efficient fulfillment for all Home orders and make adjustments when required to counteract for any increase in demand
4. Responsible to develop and continuously enhance the “knowledge base” for all various type of address management, demand list and order management issues / policies. Need to ensure all deliverables are in accordance to the Celcom Home business plan 
5. Responsible to track pre-sales items (address loading, id creation, training deck readiness) to ensure smooth order management journey is completed timely for a successful launch. 
6. Track end to end fibre order journey and analyze data to drive improvements. Introduce new measures to “handhold” customers until successful installation. 
7. Continuously monitor daily operations and fulfillment through close coordination with all support teams / access partners to ensure the customer experience and brand promise is upheld 
8. Proactively coordinate and organize session with support teams to resolve issues at source, avoid future complaints and minimize repetitive complaints / issues  
9. Responsible to ensure reduction in number of issues by fixing the issues at the source with the help from support teams with the intention to reduce time taken from order taking until successful installation  
10. Develop and promote a culture of efficient and highly engaged team that is result- and customer-oriented to successfully implement effective customer fulfillment initiatives to support and achieve common product/business goals 

QUALIFICATIONS, EXPERIENCE & SKILLS/COMPETENCIES

1. Bachelor’s Degree in Business Administration / Marketing / Technology / Engineering 
2. Master’s Degree and/or Professional Qualifications in the related filed will be an added advantage
3. Min 10 years’ experience in Product , Marketing, Sales, CS or Network 
4. Demonstrated good experience in developing good practices for installation and service restoration standards  
5. Decent in-depth knowledge of the end to end fiber / wireless home business 
6. Decent knowledge on telco business and emerging technologies / trends 

TECHNICAL & BEHAVIOURAL COMPETENCIES/ SKILLS

1. Demonstrate experienced fibre work order and scheduling operational skills
2. Excellent communication and language skills, in Bahasa Melayu & English.
3. Strong interpersonal with facilitation and coaching skills 
4. Strong organizing skills, attention to detail and result driven
5. Strong desire to learn new technologies and drive for continuous improvement 
6. Experienced in developing best in class installation and restoration operational framework 
7. Ability to compile and analyze statistical information 
8. Analytical, pro-active and creative thinker
9. Good managerial skills 


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