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:

• Responsible in the complete end-to-end resolution of escalated customer incidence and/or enquiries in an effective and timely manner via Sooka platform (Zendesk, Chat and Apps Review).
• Ensure responses and post are following company’s compliance, and all customers complaints are attended within agreed SLA.
• Support the organization towards the goal of achieving high customer satisfaction level by ensuring the smooth functioning and continuous improvement of the process and tasks.
• Ability to work well as part of a team - to exhibit objectivity and be open-minded towards the ideas and views of others, provide feedback, and able to receive constructive comment for improvement.
• Ability to follow instructions as well as take responsibility for their actions and keep commitments. Able to work with minimum supervision and cross functional department.
• Ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance.
• Leverage measurement tools to provide progress report and insights.
• Constant research and monitoring on latest trends or issue in SOOKA application.

REQUIREMENTS:

Who you are:

• Min Diploma (in any fields) and experience in customer service will be an added advantage.
• Good in communication skills (verbal and written) – fluent in English and Malay language.
• Possess Software skills (Microsoft Office & Zendesk/Ticketing Systems Application – preferably)
• Proficient using multi-social platforms; and good knowledge of Search Engine optimization (such as sooka FAQ, policy etc)