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Customer Service Assurance

Maxis | Kuala Lumpur | MY

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Define metrics that accurately measures the effectiveness of customer's journey post servicing with product owners, segment heads and other stakeholders....

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’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? What youll be accountable for?
  • Define metrics that accurately measures the effectiveness of customers 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?
  • Bachelors 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.

Information :

  • Company : Maxis
  • Position : Customer Service Assurance
  • Location : Kuala Lumpur
  • Country : MY

How to Submit an Application:

After reading and knowing the criteria and minimum requirements for qualifications that have been explained from the Customer Service Assurance job info - Maxis Kuala Lumpur above, thus jobseekers who feel they have not met the requirements including education, age, etc. and really feel interested in the latest job vacancies Customer Service Assurance job info - Maxis Kuala Lumpur in 17-05-2024 above, should as soon as possible complete and compile a job application file such as a job application letter, CV or curriculum vitae, FC diploma and transcripts and other supplements as described above, in order to register and take part in the admission selection for new employees in the company referred to, sent via the Next Page link below.

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Post Date : 17-05-2024

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