Executive, Case Management

Job Summary

Evaluate and escalate online content complaints and cybercrime incidents relating to the Communications and Multimedia Act 1998 (CMA 1998) received from all channels, including the Aduan Portal, for administrative or enforcement actions under the CMA 98, within a stipulated timeline, to ensure high standards of customer service delivery, as well as maintaining a safe, positive, and conducive online environment for all.

Job Responsibilities

• Complaint Acknowledgment : Acknowledge receipt of complaints and request additional information within three (3) working days to reassure complainants that their complaints are being addressed.
• Information Gathering : Gather necessary information and supporting documents to establish a comprehensive and factual basis for appropriate action will be taken.
• Content Analysis and Legal Assessment : Conduct detailed analysis of online content against the CMA 1998, other written laws, and the CMCF Content Code to ensure effective complaint management and safeguard complainants' rights and identify elements of violation in online content to enable informed decision-making and ensure that the actions taken are effective and accurate.
• Action Recommendations : Develop actionable recommendations based on the analysis and evaluation of complaints and submit them to the Team Leaders for approval and further action.
• Liaison with other internal departments and platforms on Escalation of Complaints : Prepare detailed escalation analysis for second-tier internal departments (such as enforcement), ensuring informed and efficient decision making.
• Documentation and Evidence Management : Work closely with the internal department to gather and preserve evidence in compliance with legal protocols, ensuring it is suitable for use in court or other proceedings and keep detailed records of all evidence, statements, and interactions related to the case.
• Coordination with Online Service Providers (OSPs) : Upon receiving confirmation of an offense CMA or community guidelines, promptly initiate further action as required.
• Documentation and Reporting : Maintain accurate and detailed records of all actions taken, including communications with the internal department and OSPs., and prepare reports for internal review and records.
• Public Interaction and Trust Building : Respond promptly to public inquiries and general questions to build trust, enhance satisfaction, and uphold the organization's reputation.
• Timely Resolution and Case Management : Ensure complaints are resolved within the stipulated timeframe by continuously updating online content cases to prevent delays and maintain transparency.
• Collaboration and Process Improvement : Foster collaboration with internal and external stakeholders to resolve issues effectively and improve complaint management processes.
• Guidance and Support for Complainants : Provide complainants with clear information about potential next steps, including legal compensation, mediation, or enforcement actions, depending on the case's severity and evidence.

Qualifications & Work Experience

Technical Competencies / Skills

Behavioral Competencies / Skills

Candidate must be willing to work in Cyberjaya and a Malaysian citizen.

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