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Associate, Commercial Support Unit

AstroBangsar South, MY

16 days ago

Job description

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.

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 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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Associate Commercial • Bangsar South, MY