Service Enablement Specialist

2 weeks ago

Kuala Lumpur, Malaysia Maxis Full time

Are you ready to get ahead in your career?
- We want to empower you to turn your ambitions into achievements.
- We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
- Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
- To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?

Implement the best Customer Experience and Frontline Experience at product, promotion GTM or changes for Maxis Consumer Mobile with are frontline and customer impacting. Work with product/ campaigner or any requester, review and assess impact and recommend best practices for customer handling and prepare frontline to be ready for service.

What are you accountable for?

1) In the go to market process provide business with solution and recommendation on customer treatment, system requirements for frontline interfacing systems.

2) Requirement: Review PDD & other related brief to assess:
- Customer journey & handling
- Servicing impact/ requirements for impacted channels
- Self service

3) Provides requirements & best practice to product owners and related supporting teams.

4) Delivery: coordinate between various divisions to support GTM activities and execute related activities such as user acceptance test, bill verifications, frontline communications.

5) Documentation and communicate the treatments, methods & procedure to frontline within SLA.

7) Lead for Sales & Service the recovery/ resolution of any incidents of products/ services, by recommending treatment & best practices; in execution, ensure channels are ready to service.

8) Where required - to be cross functional with other line of business in the GTM process and customer experience.

What do you need to have for this role?
- Bachelors Degree specialized in: Customer Service, Communications, Business Administration, Marketing, Management
- Total Work Experience: 5 years & above. Total Relevant Experience: min 3 years
- Customer Services - front end operations, process & procedure writing, Knowledge in Internet methods & procedures & best practices. Project management, effective interpersonal skills.

What’s next?

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

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