Job Description

Are you ready to get ahead in your career?

• We want to empower you 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\xe2\x80\x99s 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?\xe2\x80\x8bJob responsibilities

• Owner of all Enterprise customer-facing support for all Maxis products and services to ensure speed to resolution and high productivity.
• Govern over Maxis Business Contact Centre and Technical Helpdesks (incl. L1 and L2) and to ensure back-end coordination with Network Operations, NOC, Field Ops, external partners/vendors for timely restoration of incidents.
• Implement best practice service management framework across Service Managers to ensure service excellence, proactive support and improvement in overall customer service experience. Introduce comprehensive training activities, enhancing the skill sets of servicing teams contributing to improved performance and efficiency.
• Own & drive proactive improvement of overall customer service experience, including identifying cross-client network improvement opportunities, quality of service management, support during major incidents, churn management, change management, problem escalations, etc.).
• Collaborate cross functionally with sales, technical teams and products to align service quality and experience with client needs and expectations.
• Lead regular operational performance review meetings with the business to feedback on performance and discuss continuous improvement opportunities.

Key Result Areas

• Ensure that actions associated to major incident reports are completed within an acceptable time-frame and to reduce the likelihood and impact of the incident reoccurring.
• Foster a customer centric culture, resulting in customer satisfaction score increase of xx%.
• Strategize and implement process improvements, resulting in xx% increase in productivity and yy% reduction in MTTR
• Focus towards Digital Optimization using next gen technologies such as GenAI and self-care portals to drive productivity and indirectly transform our customers engagement towards digital modes
• Spearhead transformation journey in contact center, to achieve service level of xx% and reducing customer queries and complaints to under yy%

What\xe2\x80\x99s next?

• Once you\xe2\x80\x99ve 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 \xe2\x80\x94 regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

Maxis