Protégé Trainee - Customer Solutions Consultant

About the role

The PROTÉGÉ programme at Maxis is designed to empower young Malaysian talents and contribute to the nation's economic growth by providing essential skills and experience.

Responsibilities

• Accurately identify and resolve customer inquiries and complaints at the first point of contact, ensuring customer satisfaction.
• Apply customer service skills to maximize engagement opportunities and enhance the customer experience.
• Educate customers about the organization’s products, services, and self-service/digital channels to encourage independent interactions.
• Schedule, assign, or execute necessary customer follow-ups per call center process guidelines to prevent repeat inquiries.
• Ensure strict adherence to customer data protection regulations (PDPA Act) to maintain confidentiality and integrity.

Requirements

• Malaysian citizen
• Fresh graduates with a minimum qualification of Bachelor’s Degree in Business Studies, Commerce, Marketing or relevant discipline from any local or foreign higher learning institution that is recognized by the Government of Malaysia
• Obtain CGPA 3.0 and above (or equivalent)
• Good Verbal and Written communication skills
• Active Listening - fully focusing on the customer’s words, understanding their requests and concerns, subsequently responding accordingly
• Problem-solving and analytical skills - ability to quickly assess situations and come up with effective solutions to resolve issues and meet customer needs
• Positive, professional, customer-oriented - maintaining a friendly and optimistic attitude, even in stressful situations, to keep the conversation productive
• Emotional Intelligence - being able to perceive, evaluate, and manage individual emotions and the emotions of others in interactions
• Knowledge of Automation & Digital Tools - understanding how automation tools (i.e ChatBots, App, WhatsApp) work and how to manage or complement them with human responses, if necessary
• Self-Service Support - educating customers navigate self-serve tools (like ChatBot, App, Knowledge Base, FAQs) while promoting the use as a first step before contacting customer service
• Technical proficiency - familiarity with customer service tools (i.e CRM system) and the ability to troubleshoot basic technical issues will be an added advantage
• Preference will be given to graduates with no prior working experience and who are currently unemployed

Qualifications

• Duration of Programme: 12 Months

Benefits

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.