Customer Retention & Churn Prevention Specialist

ASTRO Holdings Behad; Kuala Lumpur; On-site; MYR 28,000 - 45,000; Full time

Job summary

Astro Malaysia Holdings Berhad, Malaysia’s leading content and consumer company, is seeking a Customer Retention Specialist in Kuala Lumpur. You will handle inbound calls and follow-up outbound interactions to reduce Pay TV churn, resolving inquiries about account terminations across calls, email and social channels.

Role requires SPM or equivalent with 1.5+ years of relevant experience, fluency in English and Malay, and familiarity with social media and digital services.

Qualifications

• Fluent in English and Malay with good communication skills.
• Experience in handling customer inquiries via multiple channels is preferred.
• Knowledge of social media, home network, and streaming services is a plus.

Responsibilities

• Handle inbound calls and follow-up outbound calls to reduce churn.
• Resolve customer issues with professionalism to maintain satisfaction and loyalty.
• Escalate cases to Team Manager when necessary and provide feedback for process improvements.

Skills

English fluency

Malay fluency

Mandarin or Tamil

Education

SPM

Job description

Astro Malaysia Holdings Berhad, Malaysia’s leading content and consumer company, is seeking a Customer Retention Specialist in Kuala Lumpur. You will handle inbound calls and follow-up outbound interactions to reduce Pay TV churn, resolving inquiries about account terminations across calls, email and social channels.

Role requires SPM or equivalent with 1.5+ years of relevant experience, fluency in English and Malay, and familiarity with social media and digital services.