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!

#UnbeatableCareerAwaits

Top Reasons To Join Us!
•  Awarded For
    o Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
    o Bronze Winner in Cross-Generational Workforce Engagement (2024)
    o 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


The Day-To-Day Activities

• Handle Customer Complaints: Collaborate with customers and internal teams to resolve complaints related to mobile network services, including Data, Voice Calls, and SMS on LTE and 5G networks. Gather complaints and feedback from various sources such as Trouble Tickets (TT) from Customer Service, Sales, Dealers, emails, SMS, VIP customers, Management, and Service Quality checks. Ensure issues are addressed promptly and clearly.
• Troubleshoot Network Issues: Utilize your technical expertise to identify root causes and provide solutions, ensuring consistently good and uninterrupted service for customers.
• Rotational Standby Routine: Participate in a rotational standby routine to handle urgent or important complaints after office hours on a weekly basis.
• Support Adhoc Network-Related Tasks: Be ready to take on additional network-related tasks or special assignments as directed by the head of management.
• Meet Team KPIs and SLAs: Complete all assigned tasks accurately and on time, ensuring alignment with team Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to contribute to smooth team operations.
• Professional Development: Continuously seek opportunities for professional growth and development, staying abreast of advancements in telecommunication technologies and industry trends to enhance performance and support service excellence.

About You

• Bachelor's degree in Electronics or Telecommunication Engineering, indicative of a solid foundation in the relevant academic disciplines.
• Fresh graduates are encouraged to apply. Candidates with at least 2 years of experience in a related field will be given priority, especially those with a strong understanding of network operations and complaint handling.
• Proven experience in managing customer complaints related to telecommunication network services, including Data Connectivity, Voice Calls, and SMS, across LTE and 5G networks.
• Basic understanding of 3GPP standards, functions, and call flows, ensuring compliance with industry protocols for planning, troubleshooting, and service improvement.
• Proficiency in call flows and signaling, which is essential for accurate diagnosis and resolution of network issues.
• Ability to efficiently manage multiple daily tasks, ensuring timely completion without compromising quality.
• Excellent communication skills to clearly explain complex technical issues and collaborate effectively with internal teams, including Contact Center and Sales/Alternate Channel teams.
• Commitment to continuous learning and professional development, staying informed about the latest advancements in telecommunication technologies and industry trends to enhance performance and support service excellence.

#LI-JL1

What’s Next ?
Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.

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