Save Case Resolution Unit

WHY JOIN US?

• We practice a vibrant & energetic office culture.
• We provide opportunities for career advancement within the company.
• Good performance is always rewarded accordingly.

“ It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable. ”

JOB RESPONSIBILITIES

• Handling all inquiries related to account termination via inbound calls, email, social media and any other channel.
• Perform churn gating activities and end to end resolution to retain customers by follow-up calls and case escalation to the Team Manager or Business Management Team when necessary.
• Maintain professionalism in handling customers’ inquiries, complaints and requests pertaining to Astro’s products and services.
• Ensure that each transaction is handled in a way that contributes towards overall customer satisfaction, customer retention and loyalty.
• Ensure that every conversation with customers meets the standard stipulated in the Quality Assurance (QA) KPI scorecard.
• Support Service Request (SR) queue pertaining to churn gating activities until completion.
• Create SR to other team pertaining to churn gating activities when necessary.
• Provide feedback to the Team Manager and Business Management Team for process improvement and gating offers improvement when necessary.

REQUIREMENTS

REQUIREMENT

• Must be passionate about delivering great service to our customers
• Minimum SPM with minimum 1and half years related working experience
• Fluent in English and Malay
• Experience and interest in Social Media, Mobile Technology, Instant Messaging, etc. Knowledge of Home Network and Wi-Fi set up, digital streaming would be an advantage
• Must be able to speak fluently in Mandarin or Tamil