Protégé Trainee - Customer Solutions Consultant

Menara Maxis; Malaysia; Hybrid; MYR 28,000 - 39,000; Full time

Job summary

Maxis invites fresh graduates to join the PROTÉGÉ programme, a 12-month journey blending intensive soft-skill classroom training with hands-on on-the-job experience. Based in Malaysia, you will handle customer inquiries, deliver service excellence, educate customers about products and digital channels, and support case follow-ups with integrity.

The role emphasizes data confidentiality under PDPA, collaboration across teams, and building practical skills to grow into a professional career with

Qualifications

• Fresh graduates with a Bachelor’s degree in Business Studies, Commerce, Marketing or relevant discipline recognized by the Government of Malaysia.
• CGPA 3.0 or above (or equivalent).
• Strong verbal and written communication skills in a clear, friendly manner.

Responsibilities

• Handle customer inquiries and complaints at first point of contact to achieve satisfaction.
• Educate customers about Maxis products, services and digital/self-service channels.
• Follow up on cases per call center guidelines to prevent repeat inquiries.
• Ensure data confidentiality and compliance with PDPA regulations.

Skills

Customer inquiries

Customer service

Product & digital education

Follow-up & case management

Data confidentiality

Education

Bachelor's degree in Business Studies

CGPA 3.0+

Tools

CRM system

Job description

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? Maxis’ Professional Training and Education for Growing Entrepreneurs (PROTÉGÉ) programme is our commitment to helping young Malaysian talents and our nation to always be ahead and to add value to the national economy. We are offering an opportunity for you to be part of the PROTÉGÉ programme at Maxis, which aims to develop and guide you with necessary skills and experience to get ahead in this ever changing world. The programme will be for 12 months and will have a combination of intensive soft skill classroom training and on-the-job training opportunities. You will learn practical skills and real-life experiences at Maxis that will help guide you towards a successful future.

What are you accountable for

• Customer Inquiry Handling: Accurately identify and resolve customer inquiries and complaints at the first point of contact, ensuring customer satisfaction.
• Customer Service: Apply customer service skills to maximize engagement opportunities and enhance the customer experience.
• Product & Digital Education: Educate customers about the organization’s products, services, and self-service/digital channels to encourage independent interactions.
• Follow-Up & Case Management: Schedule, assign, or execute necessary customer follow-ups per call center process guidelines to prevent repeat inquiries.
• Data Confidentiality & Compliance: Ensure strict adherence to customer data protection regulations (PDPA Act) to maintain confidentiality and integrity.

What do you need to have for the role

• Malaysian citizen
• Fresh graduates with a minimum qualification of Bachelor’s Degree in Business Studies, Commerce, Marketing or relevant discipline from any local or foreign higher learning institution that is recognised by the Government of Malaysia
• Obtain CGPA 3.0 and above (or equivalent)
• Good Verbal and Written communication skills - communicating in a clear, concise and friendly manner.
• Active Listening - fully focusing on the customer’s words, understanding their requests and concerns, subsequently responding accordingly.
• Problem-solving and analytical skills - ability to quickly assess situations and come up with effective solutions to resolve issues and meet customer needs.
• Positive, professional, customer-oriented - maintaining a friendly and optimistic attitude, even in stressful situations, to keep the conversation productive.
• Emotional Intelligence - being able to perceive, evaluate, and manage individual emotions and the emotions of others in interactions.
• Knowledge of Automation & Digital Tools - understanding how automation tools (i.e ChatBots, App, WhatsApp) work and how to manage or complement them with human responses, if necessary.
• Self-Service Support - educating customers navigate self-serve tools (like ChatBot, App, Knowledge Base, FAQs) while promoting the use as a first step before contacting customer service.
• Technical proficiency - familiarity with customer service tools (i.e CRM system) and the ability to troubleshoot basic technical issues will be an added advantage.
• Preference will be given to graduates with no prior working experience and who are currently unemployed

Duration of Programme: 12 Months

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.

Tomorrow Begins Today We are the leading integrated telco in Malaysia, connecting people and businesses to a world of possibilities. Tomorrow Begins Today, as we make aspiration achievable today with reliable connectivity and simple experiences.

We deeply believe that the key element to our success has always been our people.

#SimplyMaxis Culture To realise our shared vision to be the leading integrated telco in Malaysia, we have embedded the language of commitment, performance, and possibilities to embody our culture values. Our #SimplyMaxis culture encompasses four values which are ‘Keep It Simple’, ‘Focus On Real Customer Needs’, ‘Go For Gold’, and ‘Celebrate Winning Together’. Watch these videos and hear from our people who live and breathe our #SimplyMaxis culture