Kerja Kerja Dari Rumah Virtual Customer Service, Gaji tinggi MYR 3,500 di One Mobile Care Federal Territory - Maukerja

Virtual Customer Service (VCS)

Job Summary

The Virtual Customer Service (VCS) plays a critical role in developing, enabling, and governing the capabilities of SES retail staff to ensure the consistent delivery of exceptional customer service through the Virtual Customer Service (VCS) platform. This role is focused on training, quality assurance, process compliance, and continuous service improvement rather than direct device servicing.

The incumbent will be responsible for equipping frontline teams with the knowledge, skills, and tools required to execute VCS processes effectively while maintaining compliance with company standards, service KPIs, and customer experience expectations.

Key Responsibilities

Training & Capability Development

• Design, develop, and deliver onboarding, refresher, and upskilling programs for SES retail staff on VCS processes, service standards, and operational procedures.
• Simplify and translate service policies into practical, user-friendly training materials for frontline teams.
• Conduct training through various channels, including classroom sessions, virtual learning, workshops, and on-the-job coaching.
• Assess training effectiveness and implement improvement initiatives to enhance learning outcomes.

Process Enablement & SOP Governance

• Ensure SES teams fully understand and consistently adhere to established VCS workflows, SOPs, and service guidelines.
• Reinforce best practices in device intake, case documentation, and customer communication.
• Promote effective expectation management to minimize customer dissatisfaction, disputes, and escalations.
• Support the implementation of new service processes, systems, tools, and policy enhancements.

Service Quality & Compliance

• Monitor service execution through quality audits, case reviews, and performance assessments.
• Identify gaps in knowledge, service delivery, behavioural standards, and process compliance.
• Develop and implement corrective action plans, coaching sessions, and targeted training interventions.
• Ensure compliance with company policies, service standards, and quality benchmarks.

Stakeholder Management & Collaboration

• Serve as the primary liaison between SES partners and internal stakeholders, including Customer Service, Service Operations, Product Management, and Logistics teams.
• Gather frontline insights and feedback to identify recurring operational challenges and improvement opportunities.
• Escalate systemic issues and collaborate with relevant stakeholders to drive timely resolutions.
• Ensure alignment between retail execution, business objectives, and brand service standards.

Reporting & Continuous Improvement

• Maintain and track training records, completion rates, audit findings, and quality performance metrics.
• Analyse recurring service issues, customer complaints, documentation errors, and process inefficiencies.
• Conduct root-cause analysis and recommend actionable improvements to enhance customer satisfaction and operational effectiveness.
• Support continuous improvement initiatives that strengthen service quality and business performance.

Requirements & Qualifications

• Diploma or Bachelor's Degree in Customer Service, Business Administration, Operations Management, Training & Development, or a related discipline.
• Minimum 2–5 years of experience in retail operations, after-sales service, customer service training, quality assurance, or related fields.
• Experience managing external vendors, partners, franchise networks, or outsourced service teams is highly advantageous.
• Strong understanding of customer journey management, service recovery, and escalation handling.
• Proven ability to facilitate training programs and influence frontline service behaviours.
• Willingness to work weekends and public holidays when required.

Key Competencies

• Training, coaching, and facilitation expertise.
• Strong presentation and communication skills.
• Stakeholder management and relationship-building capabilities.
• Process governance and quality assurance mindset.
• Analytical thinking with strong root-cause analysis skills.
• Problem-solving and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-centric approach with a focus on service excellence.

Work Schedule

6 Working Days per Week

• Monday – Friday: 10:00 AM – 7:00 PM
• Saturday: Off Day
• Sunday: 10:00 AM – 2:00 PM

Pay: RM2,700.00 - RM3,500.00 per month

Work Location: In person