Customer Retention Specialist

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. “ 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: Business Support established to act as the liaison for Business Teams bridging with Sooka/CRM/SCCS/SFS Managed Services. You as a coordinator and business engaging partner on reviewing business processes and requirements with Business Teams which enabled through IT system. Business Governance & Project – impact analysis, process alignment, customer impact assessment, communications and PDPA, PCIDSS compliance on business processes. To ensure that all processes involving in operational mode are properly documented, and that the documentations are managed and controlled. Data Analysis & Reporting – monitor business risk exposure, revenue leakage, business threshold and performance triggers, business process improvement by making recommendations to address operational issues and assist with identification of benefits and impacts – identification of process gaps, system gaps vs business and conduct business process audits. Focus on functional area to identify business capability gaps across and within business unit(s) and contribute to mitigation strategies to address operational gaps. Monitor Business Issues – Review and follow up system gaps, business gaps and ASD Ticketing monitoring of business tickets by liaising closely with Helpdesk and Sooka/CRM/SCCS/SFS technical team. Coordinate closely between IT Operations and Business teams to identify and implement optimizations in the Business Processes by diligent utilization of IT systems and features. Business Engagement and Alignment – CM Deployment & System Maintenance Communication, UAT, DR, SR ETA communications and follow up on approvals and justification during BSS Code Freeze period. Work closely with business stakeholders within their allocated business area to drive changes by being able to demonstrate value. BSS Pre & Post Release deployment – Business impact assessment, Training Material Validation and Training Plan, UAT/CAT & Business Verification and programme management. Overseas the OPEX/CAPEX – Preparing Yearly Budgeting within contract, Invoice Validation & preparing/ submitting monthly Accrual. Validation of Monthly Managed Services SLA performance – checks to ensure the results reported are accurate based on random sampling. Sooka/CRM/SCCS/SFS SLA/KPI alignment – SLA & KPI validation to ensure/measure the data & report presented by vendor on the quality of services delivered as per contract. REQUIREMENTS: WHO YOU ARE: Degree or a professional qualification in any relevant field in Business Studies/Computing or relevant or 3 - 5 years with working experience in similar environment. Experience in Evergent, BSS and Business Communications an asset Experience in vendor management and budgeting of 2 years or more Demonstrate adaptability on changes and thinking of innovative and strategic ways of achieving business objective Understanding of issues and decisions on financial and business results Willingness to initiate program for planning & organising adhoc/special project Good interpersonal skill – ability to develop relationship at all levels internally Testing/Training and presentation skills Good presentation skills, Power Point Presentation & Excel Good command of spoken and written English and Bahasa Malaysia Project Management Skills is desirable