Associate, Winback Management

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.

JOB RESPONSIBILITIES:

Job Description - Winback Agent

Manage collections for PD accounts aged 61-120 days to maximise debt recovery and drive service reconnections. Engage customers through effective payment negotiations and follow-ups to minimise Involuntary Disconnections.

Key Agent Responsibilities:

• Contact customers to recover overdue payments.
• Negotiate payment arrangements and encourage service reconnections.
• Follow up on payment commitments and outstanding balances.
• Achieve collection and reconnection targets.
• Comply with collection procedures/business rules
• ⁠Ad-hoc task/assignmnet based on business requirement.

Customer impact: 160 customer accounts reconnections/agent/month

Revenue impact: RM75k amount collected/agent/month

REQUIREMENTS:

• Degree/Diploma holders in Business/Commerce/Communications or in any relevant field
• Preferably 5 years working experience in customer service environment
• Fluent in English, Bahasa Malaysia and/or other languages are added advantage
• Able to lead and motivate the team
• Able to interact with all levels of people and possess a service oriented mindset
• Independent, self-motivated and possess positive attitude,Results oriented
• Ability to work and manage in a fast pace and challenging environment
• Mature,dynamic and proactive
• Able to organize resources, present report and coordinate project work
• PC literate with working knowledge of Microsoft Windows, Word and Excel