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PROTEGE TRAINEE - Group Customer Experience (CX)

Date: 20-Oct-2020

Location: KUALA LUMPUR, MY

Company: Celcom Axiata Berhad

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As Malaysia’s leading mobile telecommunications provider, we look forward to growing together with you. We believe that our people are our greatest assets and we nurture and develop great talents like yours. Join our team to begin the journey to success with us today.

Job Description

JOB PURPOSE

To be involved and help to execute, implement, coordinate and monitor the Group Customer Service & Experience policy, procedure and processes, activities and initiatives, events and programmes, functions and day-to-day operations within the Group Customer Service & Experience i.e. CSE Office, Continuous Experience Improvement, Customer Experience Governance, Performance Management, Retail Operations and Touchpoint Operations.

ACCOUNTABILITIES /KEY RESPONSIBILITIES

  • Support the alignment, implementation and enhancement of the Group Customer Service & Experience policy, process and procedures.
  • Help to administer and implement the relevant processes, system and enabler for Group Customer Service & Experience.
  • Involve in the communication, conversation, engagement and interaction with Group Customer Service & Experience internal customers, external customers, vendors and third party.
  • Assist staff and customers with any enquiries, request, issues, concerns and problems within the Group Customer Service & Experience scope and Product & Services advisory, with diligent for follow up and problem solving mindset.
  • Help to monitor and track Group Customer Service & Experience activities, timeline and milestone completion for follow up action plan.
  • Channel, escalate and update any arising issues, customer feedback or customer complaints to Immediate Superior, Unit Head or Department Head within Group Customer Service & Experience for decision making.

QUALIFICATIONS, EXPERIENCE & SKILLS/COMPETENCIES

Bachelor’s Degree in Business Administration / Management /  Communication / Marketing / Customer Service Management or any related field

TECHNICAL & BEHAVIOURAL COMPETENCIES/ SKILLS

  • Excellent interpersonal and communication (oral and written) skills
  • Strong networking skills, high team spirit and able to work effectively and collaborate well with others
  • Proficient / Fluent in English and Bahasa Malaysia. Mandarin-speaking is an added advantage.
  • Computer Literacy in Basic Microsoft Office Skills – Microsoft Word, Excel and Power Point
  • Proactive, high energy, enthusiastic and dynamic
  • Resourceful, high initiative and creative thinking skills
  • Enjoys working with people, outgoing, fun loving with a positive attitude
  • Good analytical skills, self-directed, result and performance oriented to provide unmatched customer experience
  • Passionate in interacting with customers to understand customers’ needs and delivering high standards of sales & customer experience

 

 

 

Celcom is the country’s first and foremost mobile telecommunications provider with almost 14 million customers. Established in 1988, it boasts the widest national 2G, 3G and 4G LTE networks, covering over 98% of the population. Currently the largest mobile broadband and corporate services provider, Celcom is now moving towards integrated multi-access and multimedia services, in line with evolving technologies and consumer behaviour in Malaysia. A culture that places the customer first is reflected in our award-winning customer service, products, and other corporate accolades at a regional level. Celcom is part of the Axiata Group of Companies, one of the world’s largest telecommunications companies, with close to 230 million customers across 9 Asian markets. For more information on Celcom, log on to http://www.celcom.com.my. Do you have what it takes to be working with Malaysia's Leading Mobile Communication Provider An exciting, dynamic and fulfilling future could be waiting for you with us. We belief that our people are our greatest asset and have inculcated a 'people-centred'​ organisation culture for the growth of our talent. Contact us : https://career10.successfactors.com/career?company=celcomaxia


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