Job Description

\xef\xbb\xbfKey Responsibilities:

• Leadership of Support Operations: Own and manage all Enterprise customer-facing support to ensure swift resolution and high productivity.
• Governance of Support Centers: Oversee Business Contact Centres and Technical Helpdesks (including L1 and L2) and ensure effective coordination with Network Operations, NOC, Field Ops, and external partners/vendors for timely incident resolution.
• Service Management Excellence: Implement best practice service management frameworks across Service Managers to ensure service excellence, proactive support, and continuous improvement in customer service experience.
• Training and Development: Introduce comprehensive training activities to enhance the skill sets of servicing teams, contributing to improved performance and efficiency.
• Proactive Customer Experience Improvement: Drive proactive enhancement of the overall customer service experience, including identifying network improvement opportunities, managing service quality, supporting major incidents, churn management, change management, and problem escalations.
• Cross-Functional Collaboration: Collaborate with sales, technical teams, and product teams to align service quality and experience with client needs and expectations.
• Operational Performance Reviews: Lead regular performance review meetings with the business to provide feedback on performance and discuss continuous improvement opportunities.

Key Result Areas:

• Incident Management: Ensure actions associated with major incident reports are completed within acceptable time-frames, reducing the likelihood and impact of incidents reoccurring.
• Customer Satisfaction: Foster a customer-centric culture, aiming to increase customer satisfaction scores by xx%.
• Process Improvements: Strategize and implement process improvements to achieve a xx% increase in productivity and a yy% reduction in Mean Time to Resolution (MTTR).
• Digital Optimization: Focus on digital optimization using next-gen technologies such as GenAI and self-care portals to drive productivity and transform customer engagement towards digital modes.
• Service Level Transformation: Spearhead transformation in the contact center to achieve a service level of xx% and reduce customer queries and complaints to under yy%.

Why Join Us?

• Innovative Environment: Be part of a forward-thinking company that embraces next-gen technologies and digital transformation.
• Professional Growth: Take advantage of opportunities for continuous learning and professional development.
• Impactful Work: Lead initiatives that significantly improve customer satisfaction and operational efficiency.
• Collaborative Culture: Work in a collaborative environment that values cross-functional teamwork and customer-centricity.

Sub Specialization : Information Technology;Consultant
Type of Employment : Permanent
Minimum Experience : 10 Years
Work Location : Kuala Lumpur
Salary Range : RM20,000 Per Month

EPS Consultants