Save Case Resolution Unit
About this role
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:
- 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:
REQUIREMENT
- 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
Company at a glance
At Astro Malaysia Holdings Berhad, we believe in the power of stories to bring people together. For decades, we have been at the heart of Malaysian homes, creating moments of joy, laughter and connection. Today, we are proud to serve 5.2 million homes—reaching 64% of Malaysian TV households—alongside 9,100 businesses, 16.2 million weekly audio listeners on FM and online, and 13.6 million monthly visitors across our digital platforms.
For any customer service assistance, feel free to reach out to us via our official Astro Malaysia Facebook or @astroonline on X for the time being. We appreciate your patience and look forward to assisting you there.
Top Benefits
- Career advancement opportunities
- Inclusive work environment
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