PROTEGE TRAINEE - Group Customer Management & Digital Experience null

About Celcom Malaysia

Celcom is the country’s first and foremost mobile telecommunications provider with almost 14 million customers. Currently the largest mobile broadband and corporate services provider, Celcom is now moving towards integrated multi-access and multimedia services, in line with evolving technologies and consumer behavior in Malaysia. A culture that places the customer first is reflected in its award-winning customer service, products, and other corporate accolades at a regional level. Celcom is part of the Axiata Group of Companies, one of the world’s largest telecommunications companies, with close to 230 million customers across 9 Asian markets.

Your role

To be involved and help to execute, implement, coordinate, and monitor the Group Customer Service & Experience policy, procedure and processes, activities and initiatives, events and programs, functions and day-to-day operations within the Group Customer Service & Experience i.e. CSE Office, Continuous Experience Improvement, Customer Experience Governance, Performance Management, Retail Operations, and Touchpoint Operations.

Accountabilities /key responsibilities

• Support the alignment, implementation, and enhancement of the Group Customer Service & Experience policy, process, and procedures.
• Help to administer and implement the relevant processes, systems, and enablers for Group Customer Service & Experience.
• Involve in the communication, conversation, engagement, and interaction with Group Customer Service & Experience internal customers, external customers, vendors, and third parties.
• Assist staff and customers with any inquiries, requests, issues, concerns, and problems within the Group Customer Service & Experience scope and Product & Services advisory, with a diligent follow-up and problem-solving mindset.
• Help to monitor and track Group Customer Service & Experience activities, timeline, and milestone completion for follow-up of an action plan.
• Channel, escalate, and update any arising issues, customer feedback, or customer complaints to the Immediate Superior, Unit Head, or Department Head within Group Customer Service & Experience for decision-making.

Work-life balance

Celcom has a work-life balance rating of 3.8. Celcom offers an awesome world of working  to its employees through :

• Innovative benefits
• Flexibility
• Culture of Recognition
• Experimentation 
• Digital Lifestyle.

Career progression

Celcom has a good internal talent management system that supports fresh graduates, in particular while meeting the needs of long-time employees. The company also has a mentoring program that enables newly-hired employees to carve out a career path for themselves as they rise through the ranks in Celcom.

It promises awesome growth, career, and sustenance through :

• Talent mobility
• High-impact learning
• Self-directed dynamic learning and
• Continuous investment in people.

Company culture 

Celcom aspires to become the Nation’s Most Inspiring Digital organization by consistently providing the best customer experience in all aspects. Its purpose is to be ahead by constantly improving and leveraging on its strengths to optimize and maximize its potential. It breaks down boundaries and creates endless possibilities for people to open up their worlds and fulfill their potential.  Celcom is a catalyst for collaboration for the ever-expanding ecosystem by doing its utmost best for all. It strives not just for commercial success but also to be a key nation-builder. A 31-year-old start-up that embraces a proactive and progressive mindset.

About you

Qualifications

Bachelor’s Degree in Business Administration / Management /  Communication / Marketing / Customer Service Management or any related field

Technical & behavioral competencies/ skills

• Excellent interpersonal and communication (oral and written) skills
• Strong networking skills, high team spirit, and able to work effectively and collaborate well with others
• Proficient / Fluent in English and Bahasa Malaysia. Mandarin-speaking is an added advantage.
• Computer Literacy in Basic Microsoft Office Skills – Microsoft Word, Excel, and Power Point
• Proactive, high-energy, enthusiastic and dynamic
• Resourceful, high initiative, and creative thinking skills
• Enjoys working with people, outgoing, fun-loving with a positive attitude
• Good analytical skills, self-directed, result and performance-oriented to provide unmatched customer experience
• Passionate in interacting with customers to understand customers’ needs and delivering high standards of sales & customer experience

How to apply

This job is now closed. Click on pre-register and Prosple will notify you once the job opens.

Source

https://www.glassdoor.com/Salary/Celcom-Malaysia-Salaries-EI_IE42311.0,6_IL.7,15_IN170.htm