Associate, Commercial Support Unit
1 week ago
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 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
- 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
- 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 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
- Able to speak Mandarin or Tamil will be an added advantage
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