Vice President Customer Experience

Telekom Malaysia; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

A leading company in telecommunications seeks a seasoned professional to lead Customer Experience management. This role focuses on enhancing customer satisfaction and maximizing shareholder value through strategic planning and effective service operations. Candidates should possess a relevant degree and extensive experience in customer handling, along with strong leadership and interpersonal skills.

Qualifications

• Minimum 10 years in customer handling.
• Ability to lead a team and manage resources efficiently.
• Willingness to learn and self-motivated.

Responsibilities

• Strategize and manage customer service operations to meet expectations.
• Develop continuous quality improvement plans for service quality.
• Establish a customer-centric culture within the organization.

Skills

Interpersonal skills

Team leadership

Time management

Decision making

Education

Bachelor’s or Master’s in Marketing, Sales, Business Administration

Job description

ABOUT THE JOB

Strategically plan, formulate and implement Customer Experience management policies, processes and investments that contribute to the enhancement of customer experience and satisfaction, and maximizing shareholder value through quality improvement program in achieving TM business objectives and NPS.

KEY RESPONSIBILITIES

• Strategize, plan, formulate and manage customer service operations in an efficient and effective manner to meet customer expectation and shareholders’ value.
• Develop continuous quality improvement plan across the division in order to attain the quality of service (QoS) in exceeding customer expectation and regulatory requirements.
• Plan and formulate effective customer experience, communication and relationship policies and processes to strengthen customer retention.
• Establish and strengthen a customer centric culture to achieve customer focused organization.
• Plan, implement and ensure cost effective and efficient utilization of system, resources and innovation to maximize stakeholders’ value.
• Responsible in planning, monitoring and managing customer service support systems to ensure 24x7 end to end services to customer as per agreed with MCMC SLAs.
• Plan, implement, and managing yearly business target to maximize profit and revenue and thus increase shareholders’ value.
• Provide advisory, consultancy, solution and support anything that is related to customers.

MUST HAVE

• A relevant degree such as Bachelors’ or Masters’ in Marketing, Sales, Business Administration or any relevant fields.
• Minimum 10 years in Customer handling
• Ability to lead in a team-oriented task.
• Possesses high degree of patience in work.
• Good interpersonal skills.
• Inculcate service with heart personality.
• Willing and have the desire to learn new things with fullest effort
• Ability to manage time and resources efficiently.
• Self-motivated with the ability to make decisions.
• To be the voice and persona for TM on customer related matter.

LOCATION

• Menara TM, Telekom Malaysia Berhad, Jalan Pantai Baharu, Kuala Lumpur.