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Executive, Case Management

Executive, Case Management

Malaysian Communications and Multimedia CommissionCyberjaya, Selangor, Malaysia
5 hari lalu
Penerangan pekerjaan

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

  • Bachelor’s Degree in Mass Communication, Information Systems, Law, or other related qualifications from a recognized university.
  • Minimum 2 years of working experience, with strong knowledge of technology and online content, as well sound understanding of legal and regulatory frameworks.
  • Technical Competencies / Skills

  • Analytical reporting skills
  • Technical analysis skills
  • Project and resource management
  • Knowledge of legal, regulatory, and governance framework
  • Understanding of enforcement and compliance requirements.
  • Internet, open source, and web intelligence skills.
  • Customer service etiquette.
  • Process Optimization
  • Data confidentiality
  • Content review and analysis
  • Complaint management and information gathering
  • Behavioral Competencies / Skills

  • Effective communication
  • Public speaking / presentation skills.
  • Collaboration and teamwork
  • Conflict resolution and Patience
  • Concern for order and attention to detail.
  • Conceptual and analytical thinking.
  • Strategic orientation.
  • Good interpersonal skills.
  • Ability to multitask
  • Candidate must be willing to work in Cyberjaya and a Malaysian citizen.

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