Customer Retention Specialist

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: 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