Specialist, Retail Management

Closing Date: 31/12/2024

Specialist, Retail Management

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! #UnlimitingYourPotential

Top Reasons To Join Us

1. Awarded as the Most Preferred Graduate Employers (2022 & 2023) & Gold Winner for Excellence in Workplace Culture (2021)
2. Comprehensive medical, dental, optical and insurance benefits
3. Flexi working hours arrangements
4. Staff Line & Device Subsidy
5. Smart Casual Attire
6. Child Parental Care Leave
7. Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
8. Special employee discounts for selected F&B Brands

Role

The Day-To-Day Activities
Job Purpose:
Participate in overall support and development of Service Centre and other customer engagement touch points. The role is to support various customer engagement channels: to collate, review, and implement process to improve customer experience, in addition to ensure that the frontlines are supported, trained, and equipped with the right knowledge and tools to support new and existing product and services.

Key Accountabilities:

1. Provide pre and post implementation support for Products and Services to all customer engagement channels.
2. Perform training-needs-analysis to identify training needs for Service Centre staff, planning, schedule and perform after training analysis and assessment.
3. Review, enhance, propose, plan and implement possible changes that will benefit the process for avoiding fraud cases and faster turn-around time for operation.
4. Write and refresh product, process and system guide knowledge/content using prescribed tools in Knowledgebase Portal and support Helpdesk to ensure information are being shared across the company effectively.
5. Subject matter expert of new and existing products, services, processes, and business support system, and collaborating with service/product owners.
6. Review, simplify, decorate information in best interesting manner.

About You
Key Experiences & Qualifications:

1. Candidate must possess at least Diploma/Degree in any field.
2. Good command of Bahasa Malaysia and English in both written and spoken.
3. Spoken and written Mandarin will be an added advantage.
4. Training experience will be an added advantage.
5. At least 3 years of working experience, preferably specializing in Customer Service or equivalent in telco industry.
6. Strong negotiation and influencing skills with experience in working collaboratively with various stakeholders to drive customer experience improvement.
7. Required skill(s): MS Excel, MS Office, Computer literate.

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.