Job Summary
Participate in overall support and development of all customer engagement touch points. The role is to support various customer engagement channels: to collate, review, and implement processes to improve customer experience, in addition, to ensure that the frontlines are supported, trained and equipped with the right tools to support existing products and services.

Job Descriptions

• Provide pre and post-implementation support for Products and Services to all customer engagement channels.
• Review, propose, plan and implement possible changes that will benefit the process for avoiding fraud cases and faster turn-around time for the operation.
• Write and refresh the content on Intranet using prescribed tools such as Uni or Knowledgebase Portal and support Helpdesk to ensure information is being shared across the company effectively.
• Subject matter expert of new and existing products, services, processes, and business support systems, and collaborating with service/product owners.
• Review, simplify, decorate information in the best interesting manner.

Job Requirements

• The candidate must possess at least a Diploma in any field.
• Good command of Bahasa Malaysia and English in both written and spoken.
• At least 3 years of working experience, preferably specializing in Customer Service or equivalent in telco industry
• Spoken and written Mandarin will be an added advantage.
• Required skill (s): MS Excel, MS Office, Computer literate.

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