Intern, Digital Operation

Astro; Kuala Lumpur; On-site; MYR 36,000 - 54,000; Full time

Job summary

Astro Malaysia is seeking a student or recent graduate for a social media customer service role in Kuala Lumpur. You will handle inquiries, respond professionally, and coordinate with teams to resolve issues, while maintaining records and reports.

The ideal candidate is pursuing a Bachelor's in business, communications or related field, fluent in English and Bahasa Malaysia, with proficiency in social platforms and MS Office. Join a vibrant team and contribute to customer experience.

Qualifications

• Currently pursuing Bachelor’s Degree in Business Administration, Communications, Marketing, Mass Communication, Public Relations, Customer Service, or a related field.
• Strong written and verbal communication skills in English and Bahasa Malaysia. Proficiency in additional languages is an advantage.
• Active user and good understanding of social media platforms (e.g., Facebook, Instagram, TikTok, X, LinkedIn).
• Strong interpersonal and customer service orientation.
• Good analytical and problem-solving skills with attention to detail.
• Ability to handle multiple tasks and meet deadlines in a fast-paced environment.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint). Positive attitude, willingness to learn, and ability to work collaboratively in a team environment.

Responsibilities

• Monitor and manage customer enquiries through social media, and correspondence channels.
• Respond to customer enquiries and complaints accurately, professionally, and within established service level agreements (SLAs).
• Coordinate with relevant departments to ensure timely resolution and in accordance with established procedures.
• Maintain accurate records of customer interactions, and resolutions, actions in relevant systems.
• Ensure all responses comply with company policies, regulatory requirements, and service standards.
• Support social media monitoring activities and assist in managing online customer engagement.
• Prepare reports and updates on enquiry volumes, response performance, and customer feedback as required.
• Contribute to continuous improvement initiatives to enhance customer experience and operational efficiency.

Skills

English & Bahasa Malaysia

Social media literacy

Customer service

Interpersonal skills

Attention to detail

Multitasking

MS Office

Education

Pursuing Bachelor's Degree

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:

WHAT YOU WILL DO:

• Monitor and manage customer enquiries received through social media, and correspondence channels.

• Respond to customer enquiries and complaints accurately, professionally, and within established service level agreements (SLAs).

• Coordinate with relevant departments to ensuretimelyresolutionandin accordance withestablished procedures.

• Maintainaccuraterecords of customer interactions,andresolutions, actions in relevant systems.

• Ensure all responsescomply withcompany policies, regulatory requirements, and service standards.

• Support social media monitoring activities andassistin managing online customer engagement.

• Prepare reports and updates on enquiry volumes, response performance, and customer feedback asrequired.

• Contribute to continuous improvement initiatives to enhance customer experience and operational efficiency.

REQUIREMENTS:

WHO YOU ARE:

• Currently pursuingBachelor’s Degree in Business Administration, Communications, Marketing, Mass Communication, Public Relations, Customer Service, or a related field.

• Strong written and verbal communication skills in Englishand Bahasa Malaysia.Proficiencyinadditionallanguages is an advantage.

• Active user and good understanding of social media platforms (e.g., Facebook, Instagram, TikTok, X, LinkedIn).

• Strong interpersonal and customer service orientation.

• Good analytical and problem-solving skills with attention to detail.

• Ability to handle multiple tasks and meet deadlines in a fast-paced environment.

• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).Positive attitude, willingness to learn, and ability to work collaboratively in a team environment.