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We are now ONE! #CelcomDigi                                                                                                                                                                                                                                                                  Celcom and Digi have merged with the aim to create Malaysia’s most inspiring telco-tech company, building on two well-loved brands with over six decades of combined strengths in innovation and connecting Malaysians.

Partner Support Call Centre

Date:  19 Apr 2025
Requisition ID:  13416
Employment Type:  Outsource
Work Location:  CD Hub
Job Description: 

Role Summary

This is a contract role.

In this role at CelcomDigi, you will attend to calls, email or portal ‘s escalation from Celcomdigi Partners and resolve for them. 
 

Responsibilities:

  • Answer incoming calls in a timely manner from Celcomdigi Partners. 
  • Resolving Celcomdigi partner’s challenges and issue escalations effectively. Manage and resolve cases during the first call (First Call Resolution). 
  • Beyond First Call Resolution cases, escalate them to technical level 2 or back-end support level 2 via email and/or escalation system, and follow up thereafter until closure. 
  • Reviewing open cases from the Incident Management system and resolve them within the service level agreement (SLA).
  • Attending to cases escalated by Celcomdigi’s Partners through web portal and resolve them within SLA. 
  • Log case in tool provided by Celcomdigi on calls and email attended to track productivities.

 

Requirements:

  • Able to work shift till 10 pm, including weekends & public holidays. 
  • Posses own transport.
  • Results oriented with the ability to set, meet, and exceed targets; possess sense of urgency & persistency until goals are met.
  • Customer obsessed, calm & able to handle difficult situations.
  • Taking ownership to ensure issues resolve in a timely manner.
  • Minimum SPM/Diploma with at least 2-3 years accumulated service-related experience, fresh graduate is welcome to apply. 
  • Possess language proficiency in Bahasa Malaysia & English. Mandarin speaking is an added advantage.
  • Good communication/written skills, love interaction with customers.
  • Team player and fostering collaboration.
Division:  SALES & RETAIL

Role Summary

This is a contract role.

In this role at CelcomDigi, you will attend to calls, email or portal ‘s escalation from Celcomdigi Partners and resolve for them. 
 

Responsibilities:

  • Answer incoming calls in a timely manner from Celcomdigi Partners. 
  • Resolving Celcomdigi partner’s challenges and issue escalations effectively. Manage and resolve cases during the first call (First Call Resolution). 
  • Beyond First Call Resolution cases, escalate them to technical level 2 or back-end support level 2 via email and/or escalation system, and follow up thereafter until closure. 
  • Reviewing open cases from the Incident Management system and resolve them within the service level agreement (SLA).
  • Attending to cases escalated by Celcomdigi’s Partners through web portal and resolve them within SLA. 
  • Log case in tool provided by Celcomdigi on calls and email attended to track productivities.

 

Requirements:

  • Able to work shift till 10 pm, including weekends & public holidays. 
  • Posses own transport.
  • Results oriented with the ability to set, meet, and exceed targets; possess sense of urgency & persistency until goals are met.
  • Customer obsessed, calm & able to handle difficult situations.
  • Taking ownership to ensure issues resolve in a timely manner.
  • Minimum SPM/Diploma with at least 2-3 years accumulated service-related experience, fresh graduate is welcome to apply. 
  • Possess language proficiency in Bahasa Malaysia & English. Mandarin speaking is an added advantage.
  • Good communication/written skills, love interaction with customers.
  • Team player and fostering collaboration.

Next Steps

Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments. 

At CelcomDigi, your work has the power to shape the future. As Malaysia’s leading Telco-Tech company, we are driving the nation’s digital transformation with 5G and AI, impacting over 20 million customers, enabling businesses to thrive, connecting communities, and advancing the nation.

Aligned with our employer value proposition “Grow with Purpose. Build with Trust.”, you will have the opportunity to innovate responsibly, creating products and services that advance society. Together, we are building Malaysia’s most trusted and responsible brand. 

We look forward to advancing and inspiring Malaysia together with you #WeAreCelcomDigi

Follow CelcomDigi on LinkedIn and vote for us as Malaysia’s Most Preferred Employer at the GRADUAN Brand Awards. 

CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair. 


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