Fibre Service Assurance Specialist

CelcomDigi; Subang Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading telecommunications company in Malaysia is looking for an enthusiastic customer service specialist to manage technical issues related to fibre installations. Responsibilities include troubleshooting, engaging with partners for solutions, and maintaining customer satisfaction. Candidates should have a minimum SPM qualification, clear communication skills in Bahasa Malaysia, and technical understanding of home fibre setups. Join us to be part of Malaysia's digital growth engine.

Qualifications

• Minimum 1 year experience in a 3rd party outsourced contract.
• Familiar with fibre installation and troubleshooting processes.
• Proficiency in English and/or other local dialects is a plus.

Responsibilities

• Manage cases and ticketing queue to ensure customer complaints are addressed within SLAs.
• Provide solutions to fibre customer post-installation technical issues.
• Maintain a reference database of issues, configurations, and solutions.

Skills

Troubleshooting

Stakeholder engagement

Technical understanding of home fibre setup

Customer situation management

Communication in Bahasa Malaysia

Tech-savviness

Education

SPM qualification

Diploma or Degree in public relations and communications

Job description

CelcomDigi Berhad (Registration No. 199701009694 (425190-X)) is Malaysia's widest and fastest network with more than 20 million users on our network. Officially established on 30th November 2022, we aim to serve the growing digital needs of our customers by leveraging our newly combined widest network footprint, distribution touchpoints, innovative range of digital products and services, and superior customer experience powered by over 4,000 top industry experts. We have clearly defined ambitions to advance the nation, inspire Malaysian society, and be a leader in inclusion and responsible business practices.

Job Responsibilities

• Manage cases and ticketing queue to ensure customer complaints are addressed within SLAs
• Provide solutions to fibre customer post-installation technical issues including the below:
  • Troubleshooting (identify and fix) and configuration of hardware (router and WiFi devices)
  • Engage with internal teams for backend troubleshooting activities and solutioning
• Engage with partners (installers and access providers) for:
  • On-site troubleshooting and solutions to address customer issues
  • Gather on ground feedback to pinpoint potential issues and solutions to address them
• Maintain a reference database of issues, configurations and solutions that can be used by the internal teams
• Contribute to overall customer satisfaction score and post installation KPIs (new customer complaints, complaint aging)

Job Requirements

• 1 year 3rd Party Outsourced Contract.
• Minimum SPM qualification; Diploma or Degree in public relations and communications is an added advantage, especially in managing stakeholder engagement, dealer relationships, and brand representation.
• Familiar with key processes on in the fibre ecosystem, specifically with fibre installation and troubleshooting processes.
• Experience in managing customer situations with ability to engage directly with customer to assess issues and manage expectations.
• Technical understanding on home fibre setup and different components in the value chain (e.g. devices, hardware, wiring).
• Fluent in Bahasa Malaysia; proficiency in English and/or other local dialects is a plus.
• Tech-savvy with the ability to troubleshoot basic system/product issues for dealers.

Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.

At CelcomDigi, we aspire to be Malaysia's leading telco-tech company — the nation's digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It's about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you'll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team.

Let's advance and inspire Malaysia together! #WeAreCelcomDigi

Follow CelcomDigi on LinkedIn and vote for us as Malaysia's Most Preferred Employer at the GRADUAN Brand Awards.

CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .