Job Description

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:

The role of Customer Retention Specialist is to save and retain Astro customers from leaving Astro via inbound calls and follow-up outbound calls to reduce Pay TV churn.

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:

Must be able to work 9:00AM - 6:00PM, Mon-Sun, including weekends and PH
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