Customer Retention Specialist (PT)

Asia Recruit; Shah Alam; On-site; MYR 100,000 - 150,000; Full time

Job summary

A recruitment agency is seeking a motivated Telesales Representative / Customer Retention Specialist in Shah Alam, Malaysia. In this role, you will reach out to existing fibre broadband customers to convince them to continue using our services. Key responsibilities include retaining customers, educating them on pricing and promotions, and resolving concerns effectively. The ideal candidate should possess strong communication skills, preferably a diploma, and experience in customer service or sales. This position requires shift work and strong interpersonal skills.

Qualifications

• Customer service experience is preferred and a sales background is an advantage.
• High emotional intelligence and able to work in a fast-paced environment.
• Detail-oriented and result-driven.

Responsibilities

• Contact existing customers to retain and prevent service termination.
• Negotiate customer options and resolve concerns effectively.
• Educate customers on pricing, promotions, and loyalty program benefits.
• Provide excellent customer service and handle escalations promptly.
• Work closely with sales and internal teams to improve retention strategies.
• Ensure high customer satisfaction and deliver feedback for improvements.

Skills

Strong communication skills

Interpersonal skills

Problem-solving skills

Education

Diploma / SPM holder

Tools

CRM systems

Job description

Job Overview: We are looking for a motivated Telesales Representative / Customer Retention Specialist to join our dynamic team. Your main role will be to reach out to existing fibre broadband customers and convince them to continue using our services.

Your Responsibilities:

• Contact existing customers to retain and prevent service termination.

• Negotiate customer options and resolve concerns effectively.

• Educate customers on pricing, promotions, and loyalty program benefits.

• Provide excellent customer service and handle escalations promptly.

• Work closely with sales and internal teams to improve retention strategies.

• Ensure high customer satisfaction and deliver feedback for improvements.

Requirements:

• Diploma / SPM holder.

• Strong communication and interpersonal skills.

• Customer service experience preferred; sales background is an advantage.

• High emotional intelligence with problem‑solving skills.

• Able to work shifts and in a fast‑paced environment.

• Detail‑oriented, result‑driven, and familiar with CRM systems (advantage).