Life at U Mobile

We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.

At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.

Let's start your journey with an award-winning organization!

#UnbeatableCareerAwaits

Top Reasons To Join Us!

Awarded For
Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
Bronze Winner in Cross-Generational Workforce Engagement (2024)
Gold Winner for Excellence in Workplace Culture (2021)
Comprehensive medical, dental, optical and insurance benefits
Flexi working hours arrangements
Staff Line & Device Subsidy
Smart Casual Attire
Child Parental Care Leave
Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
Special employee discounts for selected F&B Brands

The Day-To-Day Activities

Role Overview

The Level 2 / Case Management Executive is responsible for managing complex customer cases and escalations that require in-depth investigation, cross-functional coordination, and high attention to detail. This role goes beyond frontline support by taking full ownership of customer issues from initiation to resolution, ensuring service recovery, timely communication, and root cause identification. Working closely with various internal departments such as Technical, Billing, and Network Operations, the Executive plays a key role in ensuring service standards are upheld and process gaps are identified and escalated appropriately. The ideal candidate possesses strong analytical thinking, professional communication skills, and a customer-first mindset, with the ability to remain composed and proactive in a fast-paced, rotational-shift environment.

Key Responsibilities

Case Management & Investigation

Handle and respond to customer enquiries with a focus on thorough investigation and resolution.
Take ownership of customer cases from initiation to closure, ensuring all relevant details are captured and tracked.

Escalation Handling

Manage escalated cases from Level 1 agents or directly from customers, ensuring resolution within defined timelines.
Collaborate with internal departments (e.g., technical, billing, network) to resolve cross-functional issues.
Ensure all escalations are handled professionally, in line with company guidelines and service standards.

Timely Resolution & Communication

Ensure all issues are resolved within the specified SLA and communicated clearly to customers.
Provide updates to customers on case progress, maintaining transparency and trust.
Review outstanding issues proactively and ensure consistent follow-up until closure.

Cross-Functional Coordination

Maintain consistent follow-up with internal stakeholders.
Act as a liaison between departments to ensure smooth and efficient resolution of customer concerns.
Escalate systemic issues or process gaps to management for further action.

Support & Mentorship

Feedback and support other team members in handling difficult or unfamiliar cases.
Share best practices and contribute to team knowledge base and training initiatives.

Reporting & Continuous Improvement

Track and report on case trends, resolution times, and customer feedback.
Identify opportunities for process improvement and contribute to service enhancement initiatives.

Ad-Hoc Tasks

Perform additional tasks as assigned by management, including but not limited to:
Participation in special projects or initiatives.
Support for system testing, documentation, or process reviews.
Assisting in internal audits or compliance checks.
Preparing reports or presentations for management.
Any other duties required to support team and business objectives.

About You

Qualifications & Experience:

Minimum diploma, bachelor's degree professional degree or equivalent
Min 3 years experience in customer service or contact centre with at least 1 year working related experience in handling phone and non phone transaction i.e email, social media transactions.
Relevant experience in handling complex enquiries/issues and conducting investigation/review into those to provide an accurate resolution
Able to use Microsoft office and savvy with updates and progress of social media world
Excellent business letter writing skills and strong spoken communication skills
Able to work on rotation shifts (7days a week on business operations hours)
Minimum typing speed of between 25-30 wpm and accuracy of above 90%

Key Competencies

Strong analytical and investigative skills; able to identify root causes and drive accurate resolutions
Excellent written and verbal communication skills for handling escalations and cross-channel responses
High attention to detail with a focus on thorough documentation and case tracking
Strong ownership mindset; able to manage complex issues from initiation to closure
Effective collaboration skills to engage internal stakeholders and resolve cross-functional issues
Customer-focused with the ability to balance empathy and professionalism in high-pressure scenarios
Proactive in identifying trends and contributing to process improvements and knowledge sharing
Resilient and adaptable; able to multitask and remain composed in a fast-paced, rotational-shift environment

#H1-LF1

What's Next Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.

Customer Service Executive, Operations