Customer Service Assurance

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? Ensures that operational governance for Enterprise Customer Service & Operations is efficiently and
effectively managed which allows an organization to maintain operational compliance.
Oversees a reliable and transparent operational governance function across servicing that meet the required SLA’s, KPIs, NPS and operational performance standards.
This role is responsible to build a positive culture of compliance to make the right decisions and take action that makes a difference for our customers & stakeholders through improvement initiatives and processes What you'll be accountable for?

• Define metrics that accurately measures the effectiveness of customer's journey post servicing with product owners, segment heads and other stakeholders
• Monitor data and extract insights and trends related to customer behavior, performances and areas for improvement in customer journey, and provide actionable recommendations
• Dashboard & Reporting: Develop and maintain dashboard for each segment market, products and internal team performance for key metrics reporting, trends, and actionable insights that help decision making
• Ensure data accuracy and integrity while documenting all information in SharePoint for governance and back tracking
• Provide guidance to the team that performs RCAs to identify reason for fluctuations against trends and KPIs
• Orchestrate and coordinate weekly/monthly meetings with segments heads, network operations team, ISD (internal IT dept), contact center and relevant stakeholders for mission engagement and follow through on pending/open initiatives and SIP (Service Improvement Plans); to ideate multi-faceted solutions that could include product enhancement, operational process improvement and etc.
• Handling of ad-hoc complex issues which may require intervention to coordinate with relevant stakeholder to drive faster solutions for customers

What do you need to have for this role?

• Bachelor's degree or above
• Experienced working in heavy data environment and being able to interpret and present clear and thoughtful analysis and actions with a keen eye for detail
• Strong analytical problem-solving skills and the ability to work with complex data sets
• Ability to manage or create calculated metrics, segments annotations, visualization (Funnel, Flows, Line charts etc.) according to business needs
• Excellent collaboration, communication and presentation skills
• Experienced working on projects or initiatives across a highly matrixed organization
• Strong practical experience with Excel, including PivotTables, Charts and Statical functions
• Quality certification such as Lean Six Sigma would be a plus
• Strong customer experienced mindset with excellent written and verbal communications skills

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

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.