Associate , Customer Experience (Engagement,)

4 months ago

Bukit Jalil, Malaysia Astro Full time

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:
Why Join Us?- We practise a vibrant & energetic office culture.- We provide opportunities for career advancement within the company.- Good performance is always rewarded accordingly.

What you will do:
- Customer Communications: i) Own the service message communications. Identify critical messages, touchpoints, and optimum customer communications modes. Maintain the standard / consistency in service messages. ii) Find new ways to inform, educate, and engage customers on our products and services - that includes pioneering new content, formats, platforms targeted to customers, end-to-end program management of these content initiatives.- Advocacy: Build and manage customer advocacy programmes with employees (internal) and with customers (external).- Program Management: Assist in the end-to-end management of project(s), which includes tasks such as defining objectives and goals, initiating and planning projects, executing and tracking success metrics, monitoring progress, mitigating issues, and communicating updates to relevant stakeholders.- Customer Journey Design: Develop customer journeys for new and existing products and services. Analyse and evaluate pain points within the Customer Journey phases.- Cross-Functional Project: Participate in cross-functional project groups for new products and services to advocate or represent the customer's point of view.- Model the Astro Values: Inclusive, Accountable, Creative.- Knowledge Sharing: Contribute to internal team building through knowledge sharing, training, and culture setting.

**REQUIREMENTS**:
Who you are:
- Have strong communication skills (written and spoken). Able to present ideas in a structured and convincing manner (via verbally and presentation materials).- Must be fluent in English and have good command of the English grammar. Fluency in Bahasa Malaysia will be an advantage.- Independent problem-solving: Display strong ability in analysing and interpreting data, arriving at a well-reasoned assessment, and developing rational next steps.- Independent planning and delivery: Display track record of moving teams from ideation to execution, and actively managing delivery plans against limited time and resources.- Stakeholder management: Support clear, focused, and effective communication / coordination between internal teams and external stakeholders.

Qualifications and Skills-
- At least 3 years and above working experience in customer experience or communications.-
- Critical thinking and problem-solving mindset.- Excellent in presentation, communication, and interpersonal skills.- Team player.

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