Customer Retention 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

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

Astro Malaysia Holdings Berhad (“Astro”) is Malaysia’s leading content and consumer company, serving 75% of Malaysian households across our TV, radio, digital and commerce platforms. As a trusted brand, Astro keeps Malaysians entertained and informed with a variety of vernacular, international and live sports content, engaging with 24 million individuals. To learn more about Astro, kindly login to www.astro.com.my