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.

1.      Support and execute daily operations to meet agreed organizational performance plans within agreed quality and timescales

·       Process work permit and other type of passes applications received by the Expats Service Centre to ensure adherence to client charters and maintain performance standards.

·       Perform comprehensive verification of all documents submitted for completeness prior to submission to the Immigration Department

·       Verify and confirm that all payments are accurate prior to submission to the Immigration Department to ensure proper endorsement of applications 

·       Liaise with internal and external stakeholders, including the Immigration Department, teams within the Expats Service Centre and clients to ensure clear communication and effective handling of requests and inquiries related to work permit applications

·       Monitor work processes to ensure they are efficient and effective, and implement initiatives that support continuous improvement and operational excellence.

2.      Support Operations and the team in utilizing the performance measurement system (via eXpats) while ensuring adherence to established workflows, guidelines, and procedures

·       Update data for processing, provide accurate and timely operational performance reports.

·       Ensure all applications workflow in the unit are captured and completed by effective process outcomes through efficient administration of tasks

3.      Undertake special assignment, projects, ad-hoc tasks as and when required

·       Undertake ad-hoc projects and assignments as needed to support organizational objectives and respond to emerging priorities.

·       Attend and deliver presentations at external and internal meetings, effectively representing the unit and communicating key information

JOB DESCRIPTION:

1. Manage the execution of all secretariat functions in adherence to the approved processes and procedures, including but not limited to the following:

• Coordinate approval committee meetings and related activities such as agenda development, minutes, managing correspondence, and reporting;
• Coordinate the submission of relevant documentations within set timeline/deadline as per operational requirement; and
• Follow up for application status on periodic basis with Stakeholder.

2. Monitor and analyze performance through performance measurement system to achieve agreed quality and timescales, including but not limited to the following:

• Ensure to provide timely and accurate updating of data for monthly team's performance report, analyze and resolve delivery issues raised;
• Understands to use databases to make appropriate analysis; and
• Contribute to process efficiencies by reviewing them and making recommendations for improvements.

3. Undertake special assignment, ad-hoc functions, and related duties as and when necessary, including but not limited to the following:

• Liaise and communicate with Immigration Unit (Expatriate Services) of MDEC Cyberjaya on any issues arises pertaining to expatriate matters which requires special attention.

QUALIFICATIONS:

• 1-3 years relevant working experience in lieu of tertiary qualifications
• Graduate in any field from established IHL