Customer Service Executive, Operations

U Mobile, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Customer Service Executive, Operations

Location : Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia About U Mobile

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! Top Reasons To Join Us

Awarded For Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024) Bronze Winner in Cross-Generational Workforce Engagement (2024) Gold Winner for Excellence in Workplace Culture (2021) Comprehensive medical, dental, optical and insurance benefits Flexi working hours arrangements Staff Line & Device Subsidy Smart Casual Attire Child Parental Care Leave Convenient location with access to public transport (Imbi Monorail / Bukit Bintang MRT) Special employee discounts for selected F&B Brands Role Overview

The Level 2 / Case Management Executive is responsible for managing complex customer cases and escalations that require in-depth investigation, cross-functional coordination, and high attention to detail. This role goes beyond frontline support by taking full ownership of customer issues from initiation to resolution, ensuring service recovery, timely communication, and root cause identification. Working closely with internal departments such as Technical, Billing, and Network Operations, the Executive helps uphold service standards and identify / escalate process gaps. The ideal candidate possesses strong analytical thinking, professional communication skills, and a customer-first mindset, with the ability to remain composed in a fast-paced, rotational-shift environment. Key Responsibilities

Case Management & Investigation : Handle and respond to customer enquiries with a focus on thorough investigation and resolution; take ownership from initiation to closure with complete details. Escalation Handling : Manage escalations from Level 1 agents or customers; collaborate with technical, billing, and network teams to resolve cross-functional issues; ensure professional handling per guidelines. Timely Resolution & Communication : Resolve issues within SLA; provide clear updates to customers and maintain transparency until closure. Cross-Functional Coordination : Maintain follow-up with internal stakeholders; act as liaison to ensure efficient resolution; escalate systemic issues to management. Support & Mentorship : Provide guidance to team members; contribute to knowledge base and training initiatives. Reporting & Continuous Improvement : Track case trends and performance; identify opportunities for process improvements. Ad-Hoc Tasks : Participate in special projects, system testing, internal audits, and management reporting as required. About You / Qualifications & Experience

Minimum diploma, bachelor’s degree or professional equivalent Minimum 3 years’ experience in customer service or contact centre, with at least 1 year handling phone and non-phone transactions (email, social media) Experience handling complex enquiries and conducting investigations to provide accurate resolutions Proficient in Microsoft Office; familiarity with social media trends and updates Excellent business correspondence and strong spoken communication skills Ability to work on rotation shifts (7 days a week on business hours) Typing speed 25-30 wpm with ≥90% accuracy Key Competencies

Analytical and investigative skills; able to identify root causes and drive resolutions Excellent written and verbal communication for escalations High attention to detail and thorough documentation Strong ownership and ability to manage complex issues end-to-end Collaborative with internal stakeholders Customer-focused with empathy and professionalism under pressure Proactive in identifying trends and contributing to improvements Resilient and adaptable in a fast-paced, rotational-shift environment What’s Next?

Once you have applied online, our team will review your application; due to high volume, only shortlisted candidates will be notified.

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