Associate, Process and Complaint Management

5 days 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:

- Prepare standardisation process and documentation for the Division (Save, Winback, DCA & Campaigns).
- Collaborate closely with the Learning & Development Team to ensure all processes are compliant and legitimate.
- Prepare internal “Knowledge Base” platform as One Stop Centre of reference for the entire Division.
- Provide case findings for complaint cases within the designated timeframe with accurate documentation.
- Identify gaps in all complaints management and implement improvement plans to reduce or prevent recurrence.
- To work closely with QA Team/Business Unit on process improvement.

REQUIREMENTS:

- Bachelor’s degree in Business Administration / Customer Service / Communication / Marketing, or a related field.
- Experience in Quality Assurance, or a related role.
- Proficiency in MS Office, Visio, CRM or similar platforms will be added advantage.
- Ability to work independently and collaboratively in a fast-paced environment.


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