Team Manager - Consumer Care

Are you ready to get ahead in your career

• We want to empower you to 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​

Job Summary
As a Team Manager - Consumer Care, you will lead and motivate a team of customer service representatives to deliver exceptional support and ensure high customer satisfaction for Maxis Mobile subscribers. You will be responsible for overseeing daily operations, optimizing team performance, and contributing to a positive customer experience.

Job Responsibilities
. Lead, coach, and develop a team of Consumer Care representatives, ensuring they meet and exceed performance targets and service level agreements.
. Monitor team performance through call quality evaluations, productivity metrics, and customer feedback, providing constructive feedback and implementing improvement plans.
. Handle escalated customer issues and complex inquiries, providing resolutions and ensuring customer retention.
. Conduct regular team meetings, training sessions, and one-on-one coaching to enhance team skills and knowledge of Maxis Mobile products and services.
. Analyze customer feedback and trends to identify areas for service improvement and contribute to the development of new customer care strategies.
. Collaborate with other departments to resolve customer issues efficiently and improve overall customer experience processes.
. Ensure team adherence to company policies, procedures, and regulatory requirements.
. Prepare and present performance reports to management, highlighting key achievements and areas for development.
. Manage team scheduling, attendance, and leave requests to ensure adequate coverage.
. Foster a positive and supportive work environment that promotes teamwork and professional growth.

Job Qualifications
. Bachelor's degree in Business Administration, Communications, or a related field.
. Minimum of 3-5 years of experience in a customer service environment, with at least 1-2 years in a supervisory or team lead role, preferably in the telecommunications industry.
. Proven ability to lead, motivate, and develop a high-performing team.
. Excellent communication, interpersonal, and problem-solving skills.
. Strong analytical skills with the ability to interpret data and identify trends.
. Proficient in using customer relationship management (CRM) software and other relevant customer service tools.
. Ability to work effectively in a fast-paced and dynamic environment.
. Strong understanding of customer service principles and best practices.
. Fluency in Bahasa Malaysia and English is required proficiency in other local dialects is an added advantage.
. Ability to work flexible hours, including weekends and public holidays, as required.

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.