Associate, Digital Customer Care (Sooka)-1

Associate, Digital Customer Care (Sooka)-1 page is loaded

Associate, Digital Customer Care (Sooka)-1

Apply locations Bangsar South time type Full time posted on Posted 30+ Days Ago job requisition id JR08616

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 for the complete end-to-end resolution of escalated customer incidents and/or enquiries in an effective and timely manner via Sooka platform (Zendesk, Chat and Apps Review).
• Ensure responses and posts are following company’s compliance, and all customer complaints are attended to within agreed SLA.
• Support the organization towards the goal of achieving high customer satisfaction levels 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 be able to receive constructive comments for improvement.
• Ability to follow instructions as well as take responsibility for actions and keep commitments. Able to work with minimum supervision and across functional departments.
• Ability to manage difficult customer situations, respond promptly to the needs of the customer, solicit feedback to improve service, and respond to requests for service/assistance.
• Leverage measurement tools to provide progress reports and insights.
• Constantly research and monitor the latest trends or issues in the SOOKA application.

REQUIREMENTS:

Who you are:

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