JOB PURPOSE

To serve as the frontline representative of MDEC by conducting outbound engagements with stakeholders and managing inbound inquiries across multiple communication channels. The role ensures timely, accurate and professional handling of requests, disseminates information on MDEC initiatives and services, and supports effective stakeholder engagement while maintaining high standards of customer experience.

DUTIES AND RESPONSIBILITIES

Outbound Stakeholder Engagement

• Conduct outbound communications with stakeholders in accordance with assigned initiatives, campaigns or specific operational requirements.
• Support the execution of outbound engagement strategies to achieve campaign targets and outreach objectives.
• Promote relevant MDEC programmes, initiatives, products or services during outbound interactions where appropriate.
• Build stakeholder interest and awareness by effectively communicating the value and benefits of MDEC offerings.

Inbound Interaction Management

• Deliver high-quality customer service by responding to stakeholder inquiries through MDEC’s official communication channels (e.g., phone calls, emails, website, and other digital platforms).
• Manage inbound interactions using a consultative approach to understand stakeholder needs and provide accurate information, guidance and resolution.
• Ensure first contact resolution where possible or coordinate with relevant internal teams to facilitate timely and effective issue resolution.
• Identify opportunities to introduce relevant MDEC initiatives, programmes or services based on stakeholder needs.
• Maintain service excellence by ensuring all operational service standards, response timelines and quality expectations are met.

Front Counter & Visitor Management

• Manage daily operations of the MDEC lobby, lounge and front counter to ensure a professional and welcoming environment for stakeholders and visitors.
• Attend to walk-in visitors, incoming documents and general inquiries, and direct them to the appropriate MDEC personnel or departments.
• Determine the nature of visitors’ inquiries and facilitate proper engagement with relevant MDEC representatives.
• Collaborate with internal support teams including Facilities, Administration, IT, Security and Corporate Communications to ensure the front-of-house area remains presentable, secure and aligned with MDEC brand standards.

Data Management, Reporting & Insights

• Accurately record and maintain stakeholder interaction details within the Customer Management System, including interaction logs, customer details and service outcomes.
• Document outbound interaction activities and maintain up-to-date records of engagement outcomes.
• Prepare and maintain periodic and ad-hoc operational reports as required by management.
• Review interaction data to identify common inquiries, emerging issues and stakeholder feedback trends.
• Support the generation of basic service insights to assist management in monitoring contact centre performance and improving stakeholder engagement processes.

Operational Compliance & Workforce Discipline

• Maintain consistent attendance, punctuality and adherence to assigned work schedules in accordance with contact centre operational requirements.
• Comply with established service standards, operational procedures and internal policies to ensure effective service delivery.

Support for Organisational Initiatives

• Provide support for initiatives, projects or activities undertaken by the unit, department or division as required.
• Contribute to continuous improvement efforts aimed at enhancing service delivery and stakeholder engagement.

QUALIFICATIONS

• Tertiary education from any recognized institute of Higher Learning (IHL) in Business Administration, Communications, Customer Service, Public Relations or any other related field.
• 1–3 years of working experience in customer service, client engagement, or stakeholder management role.
• Experience in contact centre / hospitality / aviation industry will be an added advantage
• Experience in handling both inbound and outbound communications (calls, emails, live chat, or social media channels) will be an added advantage.
• Prior experience in government agency, GLC, or corporate customer service environment is preferred

COMPETENCY REQUIRED

• Excellent communication and interpersonal skills in both English and Bahasa Malaysia (written and verbal).
• Strong customer service orientation with the ability to manage inquiries and resolve issues professionally.
• Ability to handle high volumes of inquiries while maintaining service quality and responsiveness.
• Good problem-solving and analytical skills to understand stakeholder needs and provide accurate information.
• Familiarity with CRM systems, contact centre tools, or ticketing platforms is an advantage.
• Ability to work in a fast-paced environment, manage multiple tasks, and collaborate effectively with internal teams.
• Proficient in data reporting and analysis using tools such as Microsoft Excel , CRM reporting dashboards or any other systems to monitor service metrics, stakeholder engagement patterns and operational performance.

JOB DESCRIPTION:

Website Development

• Gather website requirements with stakeholders and program owners

• Coordinate digital touchpoints and inputs for national programs and external agencies

• Support end-to-end delivery activities including requirements, testing, and deployment

Website Maintenance & Support

• Facilitate accurate and timely content updates across websites and platforms

• Enforce governance frameworks, publishing standards, and approval workflows

• Support UX, accessibility compliance, and interface improvements

• Assist with content integration and data flow coordination across systems

• Provide first-level coordination for website-related incidents and issues

• Maintain and update documentation on web technologies, CMS, analytics, and QA

• Contribute to continuous improvement initiatives by identifying recurring issues and proposing enhancements

Monitoring & Reporting

• Track budgets, prepare reports, and highlight cost optimisation opportunities

• Monitor vendor performance and SLA compliance, coordinate follow-ups

• Monitor website performance, uptime, and security indicators

QUALIFICATION:

• Bachelor’s degree in information technology, Computer Science, Digital Media, Web Development, or a related field to ensure a strong grounding in technical and digital concepts.

•  Hold relevant certifications such as ITIL, Agile/Scrum, UX/UI, or Web Governance to demonstrate structured approaches to digital service delivery.

JOB PURPOSE

The Senior Executive, Ecosystem and Partnership supports the Planning & Operations function by driving ecosystem analysis, partnership coordination, and monetisation enablement across State Digital Economy Office (SDEO) initiatives nationwide.

The role focuses on translating ecosystem intelligence and strategic priorities into actionable partnerships, collaboration models, and revenue-supporting initiatives, working closely with MDEC project teams, SDEO regional offices, industry players, and ecosystem partners.

DUTIES AND RESPONSIBILITIES

Ecosystem & Partnership Analysis

• Conduct ecosystem mapping and analysis to identify relevant industry players, solution providers, and strategic partners aligned with state priorities.
• Analyse partnership gaps, opportunities, and value propositions across state-level initiatives.
• Support the development of ecosystem briefs, partner profiles, and collaboration frameworks for internal planning and engagement.
• Work closely with the Insights & Data team to translate ecosystem findings into partnership-ready intelligence.

Partnership Development & Coordination

• Support the identification, structuring, and coordination of partnerships with industry, ecosystem players, and delivery partners for SDEO programmes.
• Coordinate engagement workflows, meetings, and follow-ups with partners across HQ and state offices.
• Assist in the preparation of partnership concept notes, pitch decks, and engagement materials.
• Track partnership pipelines, engagement status, and outcomes across initiatives.

Monetisation & Revenue Enablement

• Support the identification of monetisation opportunities linked to SDEO programmes, publications, events, and ecosystem initiatives.
• Assist in assessing partnership-led revenue models such as sponsorships, co-funding, consultancy support, and collaboration-based contributions.
• Maintain structured records of monetisable elements and support consolidation inputs for revenue tracking and reporting.
• Work with internal stakeholders to ensure monetisation activities align with governance and organisational guidelines.

Coordination with States & Internal Stakeholders

• Act as a coordination point between Planning & Operations, SDEO regional offices, and partners on ecosystem and partnership matters.
• Support state-level workshops, labs, and engagements by coordinating partner participation and ecosystem inputs.
• Ensure timely flow of information, documentation, and updates related to partnerships and ecosystem initiatives.

Reporting, Documentation & Operations Support

• Maintain structured documentation of partnerships, ecosystem engagements, and monetisation activities.
• Support the preparation of progress updates, summaries, and inputs for management reporting and performance tracking.
• Ensure partnership data and documentation are aligned with central reporting and intelligence frameworks.

QUALIFICATIONS

• Bachelor’s Degree in Business, Economics, Public Policy, Technology, Management, or a related field.
• Minimum 3–5 years of experience in partnerships, ecosystem development, programme coordination, or business development.
• Experience working with multiple stakeholders across public and private sectors.
• Exposure to digital economy initiatives, innovation ecosystems, or government-linked programmes is an advantage.
• Strong written and verbal communication skills in English and Bahasa Malaysia.

COMPETENCY REQUIRED

• Ecosystem analysis and partnership coordination skills
• Strong stakeholder engagement and relationship management capabilities
• Structured thinking and ability to translate insights into execution
• Basic understanding of monetisation and revenue-supporting models
• Strong coordination, documentation, and follow-through skills
• Proficient in Microsoft Office and Microsoft 365
• Organised, proactive, and comfortable operating in multi-stakeholder environments