Voc Specialist

1 week ago

Subang Jaya, Selangor, Malaysia IT Business Solutions Sdn Bhd Full time

Role Description:

  • You will be responsible for Network complaint ticket handling.
  • You will be responsible for analyzing customer's problem & proposing solutioning (optimization,
short/long-term) to enhance network performance and customer experience.

  • You will work with internal teams, vendors, partners, and stakeholders to ensure quality closure of
network complaint tickets within stipulated SLA/OLA.

Responsibilities:

  • Customer complaint management & handling analysis, resolution & closure
  • Network related complaints including Mass, VIP, MCMC
  • Deliver quality resolution within SLA (company's target and regulatory compliance)
  • Customer experience improvement
  • Complaint data & insights source for other teams to be used for analytics & decision making (CEM,
regional teams, marketing etc)

  • Explore ways to improve processes/way of works for better efficiency & effectiveness for
complaint handling (ie RPA)

  • Effective governance of projects/partners to ensure quality in their deliverables.
  • Ability to work effectively with other teams (Opti & Planning, Ops, Customer Service etc) for
complaint resolution/closure.

  • Ability to understand voice of customer & to identify areas of focus for improvement in order to
reduce prolonged/reopened cases.

Required experience:

  • Minimum 3 years in Telecommunication Industry
  • Experience in managing network quality and performance.
  • Familiarity in 2G, 4G and 5G technology
  • Relevant education and certification

Required skills (on top of the usual):

  • Analytical & problem-solving skills
  • Effective communication skills & stakeholder management

Job Types:
Full-time, Contract

Contract length: 12 months

Pay:
RM3, RM6,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Flexible schedule
  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Parental leave
  • Professional development

Schedule:

  • Monday to Friday

Application Question(s):

  • Do you have experiences in Telco Network complaints handling.

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