JOB SUMMARY
The Digital Channel Support Executive will be responsible for ensuring the smooth operation and availability of digital channel operations such as the e-Communication System (SMS), Contact Management System (CMS), Chatbot, Secure TAC, WhatsApp for Business (WAB) and Security Access Matrix (SAM) for the i-Akaun Support Centre and CMS. The role includes monitoring performance, troubleshooting issues, and coordinating with internal teams and vendors to maintain optimal service levels.
JOB RESPONSIBILITIES
- Respond to and resolve non-technical issues effectively. Act as the main contact person (PIC) for technical issues referred to the technical team or vendors.
- Lead discussions between internal units/sections and the technical team or vendors in resolving issues related to customer inquiries or complaints.
- Monitor vendor performance to ensure compliance with service level agreements (SLA).
- Review, negotiate, and manage contract/agreement renewals with vendors and internal stakeholders.
- Coordinate and lead discussions with vendors and the KWSP technical team for system maintenance.
- Gather customer feedback and convey the suggestions to the relevant unit for review and implementation of improvements.
- Prepare voice recordings in Interactive Voice Response (IVR) in both Bahasa Malaysia and English.
- Prepare documentation for system owner approval for new role applications in the i-Akaun Support Centre.
- Approve department and branch applications for access to the i-Akaun Support Centre.
- Prepare weekly and monthly reports on referred cases and coordinate the reporting of reports, statistics, and vendor performance for meeting requirements.
- Identify opportunities for process and system improvements in handling referred customer inquiries or complaints to enhance unit efficiency.
JOB REQUIREMENTS
- Malaysian citizen
- Passed the Malaysian Language (including passing the Oral Test) at the Sijil Pelajaran Malaysia level or a qualification recognized as equivalent by the government
- Bachelor's degree in Business Administration or Information Technology, Computer Science, or a related field.
- Below 2 years of experience in a related field.
- Fresh graduates are also encouraged to apply.
- Proven experience in digital channel or IT operations.
- Strong problem-solving and troubleshooting skills.
- Excellent communication and vendor management skills.
JOB STATUS
Permanent/Contract
All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.
