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Kuala Lumpur, Malaysia
Onsite
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:
Monitor and manage customer enquiries received through social media, and correspondence channels.
Respond to customer enquiries and complaints accurately, professionally, and within established service level agreements (SLAs).
Coordinate with relevant departments to ensure timely resolution and in accordance with established procedures.
Maintain accurate records of customer interactions, and resolutions, actions in relevant systems.
Ensure all responses comply with company policies, regulatory requirements, and service standards.
Support social media monitoring activities and assist in managing online customer engagement.
Prepare reports and updates on enquiry volumes, response performance, and customer feedback as required.
Contribute to continuous improvement initiatives to enhance customer experience and operational efficiency.
REQUIREMENTS:
WHO YOU ARE:
Currently pursuing Bachelor's Degree in Business Administration, Communications, Marketing, Mass Communication, Public Relations, Customer Service, or a related field.
Strong written and verbal communication skills in English and Bahasa Malaysia. Proficiency in additional languages is an advantage.
Active user and good understanding of social media platforms (e.g., Facebook, Instagram, TikTok, X, LinkedIn).
Strong interpersonal and customer service orientation.
Good analytical and problem-solving skills with attention to detail.
Ability to handle multiple tasks and meet deadlines in a fast-paced environment.
Proficient in Microsoft Office applications (Word, Excel, PowerPoint). Positive attitude, willingness to learn, and ability to work collaboratively in a team environment.