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Executive Case Management
U Mobile
placeBerjaya Times Square, Kuala Lumpur
Last seen on U Mobile website about 7 hours ago at 25 Sep 2022, 3:04PM

Job Purpose
Ensure all cases received are attended to in a timely manner with the stipulated SLA given. To ensure that the pending is well managed and to proactively manage customer expectations. Provide support as and when necessary to ensure the achievement of team and departmental goals/targets.

Job Descriptions

Operations Management
  • Adhere to schedule
  • Manage incoming cases from KSP
  • To make sure adherence are well kept.
Incident Management
  • Notify Senior Executive if you notice high priority escalation or major incident (Not BAU)
Case Management
  • Manage cases that are assigned daily and to make sure cases are escalated or work towards case closure
Quality Management
  • To ensure that customer is given the proper feedbacks and input into cases are aligned with the standard operating procedure
Efficiency Management
  • To manage individual pending areas effectively and to make sure cases are followed through.

Job Requirements

  • Minimum Diploma, bachelor degree-professional degree or equivalent
  • Min 3 years experience in customer service or contact center with at least 1-year work-related experience in handling non-phone transactions i.e email, social media transactions.
  • Relevant experience in handling complex inquiries/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%

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U Mobile Sdn Bhd is a Malaysian mobile telecommunications service provider and was founded in 1998 as MiTV Networks Sdn Bhd. U Mobile is a wholly owned subsidiary of U Television Sdn Bhd, which was formerly known as U Telecom Media Holdings Sdn Bhd and MiTV Corporation Sdn Bhd.