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
Responsible for leading and motivating a team of customer service representatives to deliver exceptional customer experiences within Maxis Mobile's Consumer Contact Centre. This role focuses on achieving service level agreements, driving team performance, and ensuring high levels of customer satisfaction.
Job Responsibilities
- Lead, coach, and develop a team of Consumer Contact Centre agents, fostering a positive and high-performance work environment.
- Monitor team performance against key performance indicators (KPIs) such as average handling time, first call resolution, customer satisfaction (CSAT), and service level agreements (SLAs).
- Conduct regular performance reviews, provide constructive feedback, and identify training and development needs for team members.
- Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
- Implement and enforce company policies, procedures, and quality standards within the team.
- Analyze contact centre data and trends to identify areas for improvement and propose solutions.
- Collaborate with other departments to ensure seamless customer journeys and efficient operations.
- Contribute to the continuous improvement of contact centre processes and customer service strategies.
- Manage team schedules, attendance, and adherence to company guidelines.
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 within a contact centre.
- Proven ability to lead, motivate, and develop a team to achieve targets.
- Excellent communication (verbal and written), interpersonal, and coaching skills.
- Strong problem-solving and decision-making abilities.
- Proficiency in using contact centre software, CRM systems, and Microsoft Office Suite.
- Demonstrated understanding of customer service best practices and metrics.
- Ability to work effectively in a fast-paced and dynamic environment.
- Experience in the telecommunications industry is an advantage.
- Flexibility to work shifts, including evenings, 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.
