Voc Specialist

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.