Specialist, Retail Management

U Mobile; Kuala Lumpur; On-site; MYR 33,000 - 52,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Optical benefits

Insurance

Flexible hours

Staff subsidy

Smart casual

Parental leave

Employee discounts

Public transport access

Job summary

U Mobile in Kuala Lumpur is seeking a customer service professional to help customers with UMobile services across email, social media, NGO, and regulatory channels. The role emphasizes timely investigation of issues, clear written communication, and collaboration with internal teams.

Candidates should have a minimum diploma, at least 3 years in customer service, strong MS Office skills, and comfortable handling non-voice transactions.

Qualifications

• Minimum diploma or bachelor’s degree in a related field.
• Experience in customer service or contact center (3+ years).
• Ability to handle email and social media transactions and investigations.

Responsibilities

• Provide help and advice to customers on UMobile and services via email, social media, NGO, regulatory bodies and complaint cases.
• Investigate issues and provide appropriate recommendations and solutions within guidelines.
• Maintain regular updates to customers on progress and status until closure.
• Coordinate with internal departments to resolve issues promptly.

Skills

Communication skills

Written communication

Typing speed 25-30 wpm

Social media savvy

Education

Diploma or Bachelor’s degree

Tools

Microsoft Office

CRM systems

Job description

Life at U Mobile

We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.

At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.

Let's start your journey with an award-winning organization!

#UnbeatableCareerAwaits

Top Reasons To Join Us!

• Awarded For
• Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
• Bronze Winner in Cross-Generational Workforce Engagement (2024)
• Gold Winner for Excellence in Workplace Culture (2021)
• Comprehensive medical, dental, optical and insurance benefits
• Flexi working hours arrangements
• Staff Line & Device Subsidy
• Smart Casual Attire
• Child Parental Care Leave
• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
• Special employee discounts for selected F&B Brands

Role

To provide help and advice to customers on UMobile and services as well as handle all incoming transactions received via email, social media, NGO, regulatory bodies and complaint cases via other channels

The Day-To-Day Activities

• Handles and respond to customer enquiries and provide support in terms of conducting investigation into issues via regulatory bodies, emails and social media which includes, but not limited to Facebook, Twitter , forums etc
• Ensuring all issues are handled within timeline specified and in a professional manner, providing appropriate recommendations and solutions to resolve issues raised in accordance to guidelines and process set
• Reviewing outstanding issues, ensuring customers are kept informed of progress and status on a regular basis from time issue is raised until it is close
• Ensure frequent and consistent follow up on the issue with both customer as well as internal U Mobile departments to resolve the issue

About You

• Minimum diploma, bachelor degree professional degree or equivalent
• Min 3 years experience in customer service or contract center with at least 1 year working related experience in handling non phone transaction i.e email, social media transactions.
• Relevant experience in handling complex enquiries/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
• Operational hours are from 9:00 AM to 6:00 PM. (5days a week on business operations hours)
• Minimum typing speed of between 25-30 wpm and accuracy of above 90%

What's Next ?

Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.