Associate, Commercial Support Unit

5 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia ASTRO Holdings Behad Full time

Associate, Commercial Support Unit (CSE)

Associate, Commercial Support Unit (CSE)

Apply locations Bangsar South time type Full time posted on Posted 30+ Days Ago job requisition id JR08395

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:

  • To answer incoming customer phone calls and emails by responding promptly and taking appropriate action for each call/email with end to end resolution governed by the standard policy and set procedures.
  • To always maintain a positive, empathetic and professional attitude towards customers.
  • To acknowledge and resolve customer complaints i.e. troubleshooting a technical issue, waiver and ledger calculation for Commercial, Hotel & Hospital accounts based on number of subscription outlets/rooms.
  • To have thorough product knowledge on plan and packages for commercial accounts and to be knowledgeable in old and new campaigns.
  • To perform Upsell of bundles/ala-carte plan to potential commercial customers.
  • Attend to customer enquiries and request through various channels i.e. on-line request via webpage, live chat, Facebook & social media.
  • To update CRM system on customer interactions, transactions, comments and complaints.
  • To follow-up on pending cases to ensure resolving it within TAT.
  • To process new subscription/application for Commercial, Hotel & Hospital customers with accurate information and document compliance.
  • Ensure customer satisfaction and provide professional customer support on soft skill (call etiquette) and hard skill (process & procedures accuracy) by meeting the QA benchmark and GSS score.
  • To promote 'SAVE Offer' to retain customers from churning out.
  • To guide and support new CSU agents coming on board.
  • Team player in meeting the Service Level Agreement (SLA) of calls and Turn Around Time (TAT) of emails.
  • To interact with internal stakeholders when case escalation required in resolving customer request/complaint.
  • To communicate and coordinate with Team Managers in fulfilling customer request where LOA is involved.

REQUIREMENTS:

Who you are:

  • Must be passionate about delivering great service to our customers.
  • Minimum Diploma with minimum 2 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.
About Us

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.

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