Job Description

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?
Lead enterprise servicing with a focus on real customer needs. Simplify processes, deliver gold-standard service, and foster teamwork to maintain Maxis's reputation for excellence in telecommunications.
What are you accountable for?Lead and manage enterprise servicing team, focusing on customer needs and simple solutions. Own relationship management and service delivery for top-tier enterprise customers. Act as technical liaison with Network, Planning, Sales, and Project teams for collaborative improvements. Oversee contact centre operations, ensuring SLA adherence and gold-standard service. Manage complaint resolution, celebrating customer satisfaction wins. Monitor CSAT scores, complaint trends, and service metrics for continuous improvement. Develop and execute improvement plans with Network and Planning, targeting excellence. Lead crisis communication and event resolution, keeping customers informed. Maintain customer churn rate between 1%-3% via proactive engagement and dispute resolution. Optimise servicing processes using CSI, SLA, and NPS feedback, keeping it simple and effective. Collaborate cross-functionally to deliver high-quality customer experiences. Drive strategic initiatives for client engagement and celebrate winning together.

What do you need to have for the role?Telecom industry expertise (Expert) - understanding real customer needs Account management (Advanced) - simplifying client solutions Team leadership (Advanced) - fostering team success Technical liaison (Experienced) - collaborative problem-solving Complaint management (Experienced) - striving for gold-standard outcomes Crisis communication (Advanced) - clear and simple messaging Analytical skills (Experienced) - improving service quality Negotiation and empathy (Advanced) - building lasting customer relationships

Management LevelManagement Level: to follow as per maxis guideline Job Classification: to follow as per maxis guideline

Compensation InformationCompensation Grade: Others Compensation Grade Profile: 15 Senior Manager

CertificationsNot mandatory, but ITIL or similar service management certification preferred.

Competencies (Communication and Working Relationships)Accountability: Advanced: Changes opinions and secures strong support. Financial Impact: High: Financial decisions are critical to achieving key financial objectives. Key External Contacts: Maxis vendors, Business consultants, Regulatory body Key Internal Contacts: Maxis Management Team (MMT), Head of Department Problem Solving: Extensive: Final decision-maker on significant communication issues.

Other Key InformationFormal Education: Bachelor's degree in Telecommunications, Engineering, Business, or related field. Language: Fluent in English and Bahasa Malaysia. Relevant Working Experience: 15-20 years in enterprise telecom servicing, account management, and leadership.

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.