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CX PROCESS IMPROVEMENT

Date: 16-Sep-2022

Location: Selangor, MY

Company: Celcom Axiata Berhad

Job Description

 

JOB PURPOSE:

Analyze, review and produce day to day operational processes/guidelines relating to Customer Service to ensure excellent deliverables of Customer Service operations at Retail touchpoints.

 

ACCOUNTABILITIES /KEY RESPONSIBILITIES:

  • Develop and document CS Guidelines, Processes & third level documents to provide efficient complaints/enquiries /transactions handling relating to service operations for Celcom retail store.
  • Review and analyze the existing processes/guidelines for Celcom retail stores to mitigate flaws in the existing process.
  • Develop & implement improvements to the existing processes/guidelines for Celcom Retail Stores due to organizational changes/change in interfacing processes and system to increase effectiveness & efficiency.
  • Coordinate and engage with relevant stakeholders for development of processes/guidelines to builds consensus amongst stakeholders in handling customer’s complaint and enquiries.
  • Prepare and publish communications on processes/guidelines to the respective target group relating to service operations for Celcom retail stores.
  • Conduct briefing on processes/guidelines to ensure customer service readiness before any launch, rollout, system implementation or special projects under Customer Service Division.

QUALIFICATIONS, EXPERIENCE & SKILLS/COMPETENCIES

 

QUALIFICATIONS: 

  • Diploma with at least 5 years’ experience
  • Bachelor’s Degree in Business Administration or any discipline

 

EXPERIENCE:

  • 5 years working in the service industry preferably in the Telecommunications sector.
  • A minimum of 3 years managing customers’ requests and complaints either face to face, over the phone, online or via correspondence channels

 

TECHNICAL & BEHAVIOURAL COMPETENCIES/ SKILLS

Computer Literacy:

  •  Microsoft Word, Excel, Visio, Power Point and Outlook.

Language:

  • Proficient in spoken and written English and Bahasa Malaysia

 Others:

  • Six Sigma certification.

Personality Preference: 

  • Good communicator for effective liaison and teamwork. 
  • Possesses problem-solving and analytical skills and emphasize attention to details. 
  • Excellent organizational skills and the ability to work on several tasks or projects concurrently.
  • Confident & persuasive - to present ideas and findings to colleagues and customers.
  • Independent & able to work under with minimal supervision; driven, enthusiastic and self-motivated 

 

KEY CHALLENGES:

  • Irregular/ad hoc requests on changes to existing processes/guidelines which require further system enhancements to improve customer and end user experience.
  • Inconsistent adoption of processes/guidelines by the stakeholders and members of chain value.
  • Compliance towards the processes/guidelines by the stakeholders and members of chain value


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