Job Description

Are you ready to get ahead in your career?

• We want to empower you to turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?​

• Manage inbound and outbound calls for customers with overdue or delinquent accounts

• Resolve payment issues by identifying root causes and offering appropriate solutions

• Negotiate and manage payment arrangements / Promises to Pay (PTP) in accordance with company policies

• Provide clear and accurate information on billing, credit terms, and collection processes

• Handle device‑related cases, specifically:

a) Manage device‑related activities, including device blocking and unblocking based on payment status, required approvals, and defined business rules.

b) Perform troubleshooting when First Call Resolution (FCR) is not achievable, identifying root causes and coordinating with relevant teams for resolution.

c) Monitor device blocking and unblocking activities on a daily basis to ensure no backlog, delays, or missed actions.

d) Validate successful execution of device actions across aligned systems and promptly escalate any discrepancies or failures to ensure service continuity and compliance.

• Perform case handling in CRM systems, ensuring proper documentation and timely follow‑ups

• Manage and respond to customer emails related to consumer collection matters, while also coordinating and handling internal emails from stakeholders in a timely and efficient manner to ensure smooth communication, issue resolution, and adherence to service turnaround time (TAT).

• Handle solar‑related matters, including payment follow‑ups, by proactively contacting customers via calls, SMS, and email to encourage timely payments, and prepare a weekly summary report highlighting recovery progress, outstanding balances, and follow‑up actions.

• Identify, log, and escalate system issues or defects impacting collections system

• Manage the Broken PTP report, ensuring no consecutive Promises to Pay (PTP) are granted in violation of policy, and promptly identify, highlight, and escalate any discrepancies for immediate action.

• Support GC‑related campaign activities by actively running outbound recovery campaigns, including Auto Dialer campaigns, First Payment Defaulter (FPD) lists, suspension‑related list and and TWPC lists, to drive timely payment recovery and meet campaign objectives.

• Ensure compliance with internal policies, regulatory requirements, and collection standards

• Consistently meet or exceed KPIs, including recovery targets, productivity, quality scores, and customer experience metrics

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

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.