Executive | Digital Channel Support

JOB SUMMARY

Responsible for supporting operations related to i-Akaun (Member) within Digital Channel Operations Section, including handling complaints, enquiries and feedback from frontliners, as well as supporting system deployment and app release activities.

JOB RESPONSIBILITIES

1) Receive and manage issues related to i-Akaun (Member)

Receive and manage issues (complaints, enquiries and feedback) from stakeholders (contact centre and branch) on i-Akaun (Member).

2) Issue escalations

Analyse issues to determine appropriate action and escalate the cases to the relevant teams (business and technical) for further investigation or resolution within the agreed SLA to maintain customer satisfaction and service standards.

3) Monitor case resolutions

Monitor case resolution progress, track and follow up on outstanding issues to ensure timely resolution, proper closure and clear communication with stakeholders.

4) System parameter update

Perform approved system parameter updates based on authorised requests, ensuring accuracy, completeness and compliance with internal processes before changes are applied.

5) Support system deployment and production readiness

Perform or support configuration updates prior to deployment or system release, ensuring that all settings are correctly updated based on approved deployment instructions and manage app releases (iOS, Android and Huawei) by deploying applications to staging and production environments in line with approved deployment standards.

JOB REQUIREMENTS

• Malaysian citizen
• Pass Malay Language, including the oral test, at the Sijil Pelajaran Malaysia (SPM) level or an equivalent qualification recognised by the Government
• Possess a Bachelor's Degree with Honours in Business Management, Computer Science, or a related IT field from a local university or an equivalent qualification recognised by the Government and/or the MQA.
• Minimum 1–2 years of relevant experience in channel support, application support, issue escalation management, or any other related field that meets the role requirement.
• Fresh graduates with excellent academic results are encouraged to apply.
• Good command of spoken and written English and Bahasa Melayu.
• Experience in handling operational issues from receiving, recording, monitoring and following up on complaints, enquiries, feedback and production-related issues.
• Basic experience in managing escalated cases, tracking resolution status and communicating updates to stakeholders.
• Basic exposure to system deployment activities, app release for staging, UAT and production environments.
• Good interpersonal skills, able to work in a diverse environment and build good working relationships with internal and external stakeholders.
• Proactive and responsive in resolving issues within SLA.
• Able to analyse issue patterns, perform basic checks and provide clear information to IT team for further investigation.
• Proactive, responsive, and able to meet agreed service levels (SLAs).
• Strong interpersonal and stakeholder management skills.
• Proficient in Microsoft Office applications.

JOB STATUS

Permanent

All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.