Partner Support Agent

Job Description
This role encompasses end-to-end partner support responsibilities, including onboarding, termination, profile management, and access provisioning. The role also supports daily operations within the Partner Support Call Centre, handling issue escalation and resolution in accordance with defined service level agreements (SLAs), while ensuring thorough follow-up and accurate documentation. Additionally, the position is responsible for reviewing, maintaining, and continuously improving existing partner support processes to enhance operational efficiency and service quality.

Responsibilities

• Manage partner lifecycle processes, including onboarding, termination, setup, and renewals.
• Update and maintain accurate partner profiles and access records in relevant systems.
• Grant and manage system access for partners, ensuring compliance and security protocols.
• Investigate and resolve partner profile and access-related issues in a timely manner.
• Generate and maintain reports on partner profiles for internal tracking and audits.
• Support and execute partner demarcation exercises to ensure proper classification and governance.
• Review existing partner support processes, identify operational gaps, and propose effective solutions.
• Drive continuous improvement by executing enhancements to the onboarding process.
• Handle partner inquiries, issue escalations, and support requests via call, MSA IM, and Communication Portal.
• Resolve Level 1 issues within agreed service level agreements (SLAs).
• Escalate Level 2 and Level 3 issues to the appropriate teams and ensure timely follow-up until closure.
• Identify and highlight gaps in documented process flows and recommend necessary updates.

Requirements

• 1 year 3rd Party Outsourced Contract.
• Minimum SPM qualification; a Diploma or Degree in Business Administration, Communications, or a related field is an added advantage.
• 1–2 years of experience in customer service, call centre, or partner/vendor support roles.
• Strong communication and interpersonal skills, with the ability to manage partner inquiries professionally and efficiently.
• Basic understanding of CRM systems, ticketing tools, and support platforms.
• Able to troubleshoot and resolve basic Level 1 issues and escalate complex matters appropriately.
• Detail-oriented with strong organizational and documentation skills.
• Proactive, reliable, and able to work both independently and in a team environment.
• Willing to work on rotational shifts, weekends, or public holidays if required.
• Proficient in Bahasa Malaysia and English; knowledge of additional languages is a plus.
• Tech-savvy with basic MS Office skills (Excel, Word, Outlook).

Next Steps
Thank you for taking the first step towards joining our team at CelcomDigi After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.

At CelcomDigi, we aspire to be Malaysia's leading telco-tech company — the nation's digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It's about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you'll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team.

Let's advance and inspire Malaysia together #WeAreCelcomDigi

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CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.