Ncell Axiata Limited (Ncell) is a part of the Axiata Group Berhad, one of Asia’s leading telecommunication groups.

VACANCY NOTICE
Ncell Axiata Limited (Ncell)

1. Position: Chief of Staff

Main responsibility areas:
- Responsible to supervise, lead and guide Customer Experience, Administration & Security and CEO’s office function of Ncell.
- To develop Customer Experience strategy, vision and roadmap for the organization keeping in view short term and long-term point perspectives.
- Ensure Customer Experience initiatives that enhance customer satisfaction, loyalty, and overall experience.
- Ensure collaboration with cross-functional teams to ensure a seamless and integrated customer journey.
- Establishing strong cross functional partnerships within Ncell to deliver a cohesive customer experience.
- Ensure a robust feedback Analysis and Continuous Improvement process:
(a) Utilize customer feedback, data analytics, and market trends to identify areas for improvement,
(b) Implement continuous improvement initiatives to enhance overall customer satisfaction and address pain points.
- Ensure a robust technology Integration:
(a) Evaluate and implement technology solutions to optimize customer interactions, support, and overall experience,
(b) Stay abreast of emerging technologies and trends in customer experience to ensure Ncell remains at the forefront of innovation.
- Ensure Customer-Centric Culture:
(a) Foster and maintain,
(b) Instill a commitment to delivering exceptional service at all levels of the company.
- Ensure security of all Ncell physical assets and premises/facilities in different locations in an efficient and effective manner.
- Understand Security Scenario of the country particularly Ncell operation locations, and regularly direct and guide Ncell Management and employees.
- Ensuring superior planning and execution of Security measures in line with security environment of the Ncell operation locations.
- Responsible for upholding stringent health and safety protocols, diligently managing the financial aspects, including budgets, and actively liaising with diverse stakeholders. This might include everyone from internal staff to external service providers.
- Responsible for ensuring everything to do with the physical infrastructure of the business is running as it should, as well as identifying areas for greater efficiency and cost-saving.

Qualification and experience:
- MBA degree with 20+ years of experience in similar capacity with leadership and strategy direction to Customer Experience, and other managerial roles in telecom, IT and electronic industries.

2. Products Director

Main responsibility areas:
- Responsible for all aspects of product management including enterprise products with a key focus on strategic product roadmap, product vision and driving execution of the overall portfolio and product strategy to grow existing and/or new businesses with the purpose of attaining the annual target of the company.
- Has full responsibility of P&L performance of products and devices portfolio. Define the targets according to the annual instructions and report the results. Delegate the sub-target setting to the reporting units or teams and follow-up the results.
- Strategically planning and organizing the development, pricing and promotion of products & devices by collaborating with different services partners in and outside the country to implement and launch different products with various solutions.
- Make annual operational plan, headcount plan, budget (if delegated) and KPIs. Support and identify the Department level strategy, vision, mission, targets and KPIs within the delegated frame.
- Data revenue drive through focused programs aimed at handset up gradation and usage enhancement.
- Customer lifecycle management for all defined segments with customer need driven activities utilizing the product & service portfolio of the company.
- Strengthening Ncell’s image on the market by increasing the number of connections and the sales volume and develop strong relationships with external partners
- Monitor competitor sales and marketing activities & report market trends Elaborating campaigns in accordance with the needs of each consumer segment and in line with company strategy.
- Grow sales and win new business, while maintaining existing business base.

Qualification and experience:
- Master’s degree in management with 10 years or more experience working in telecommunications industry in product development/ management and minimum 5 years of experience in a Managerial position.
- Bachelor’s degree in management 12 years or more experience working in telecommunications industry in product development/ management and minimum 8 years of experience in a Managerial position.
- Experience in working for multinational brand that requires cross functional liaison.

3. Front Office Assistant Specialist (Dang)

Main Duties and Responsibilities:
- Managing daily Ncell center operation, maintaining contacts with customers, handling their queries complaints and maintain first visit resolution.
- Manage vendor staffs, provide required information, monitoring and controlling their daily occupancy.
- Maintain Ncell center profitability. Ensuring Ncell Centers in line with Key Performance Indicators (KPI) and targets.
- Implementation of world class customer service concept in center and plan for sales & service level enhancement in coordination of immediate manager.
- Actively participate in marketing activities and plan accordingly to get sales target. Operating the Q-management system with accuracy.
- Improvement in customer waiting time. Registration of the documents received and its submission to the responsible person as well as filing.
- Running all the schemes operated by the marketing department with effectiveness and ease.
- Handling the complaints received from the customers forwarding it to the immediate superior.
- Handling the problematic subscriber’s queries, follow up and getting feedback. Maintain the workflow, schedules/shifts defined by the respective manager.
- Collect & share customer feedback for improvement. Implementing the friendliest customer care concept by serving the customers with a smile.
- Documentation of customer subscription form & other document processed within respective Ncell centers & process for further archiving.
- Managing and motivating respective team members to enhance service level, increase sales and ensuring respective Ncell centers’ overall efficiency.
- Executes other instructions of the direct management as per the necessity of the unit / company.

Qualification & Experience:
- Bachelor’s Degree in related field, preferably in Management.
- Experience in relevant field will be preferred

Application Deadline for all above positions: December 25, 2024

HOW TO APPLY
click [ HERE ] to view official vacancy for more details and application procedure.