Voc Specialist

3 weeks ago

Subang Jaya, 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: RM3,000.00 - 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.

  • Officer, Customer Services

    5 days ago

    Petaling Jaya, Malaysia Tan Chong Ekspres Auto Servis Sdn Bhd Full time

    **Responsibilities**: - Daily feedback SMS and DriveOn App (Nissan & Non-Nissan) and Quick VOC. To update the recipient list of the Daily Feedback SMS if there is any movement or appointment of the staff with the vendor. - Survey Response Data - to update the response data by region and monitor the ROM and HOW to ensure that they monitor and act accordingly...

  • Process Delivery Specialist

    2 weeks ago

    Petaling Jaya, Selangor, Malaysia IBM Computing Full time

    IntroductionAt IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most...

  • Process Delivery Specialist

    2 weeks ago

    Petaling Jaya, Selangor, Malaysia IBM Computing Full time

    IntroductionAt IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most...