Associate, Winback Management

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:

Job Description - Winback Agent

Manage collections for PD accounts aged 61–120 days to maximise debt recovery and drive service reconnections. Engage customers through effective payment negotiations and follow-ups to minimise Involuntary Disconnections.

Key Agent Responsibilities:

• Contact customers to recover overdue payments.

• Negotiate payment arrangements and encourage service reconnections.

• Follow up on payment commitments and outstanding balances.

• Achieve collection and reconnection targets.

• Comply with collection procedures/business rules

• Ad-hoc task/assignmnet based on business requirement.

Customer impact: 160 customer accounts reconnections/agent/month

Revenue impact: RM75k amount collected/agent/month

REQUIREMENTS:

• Degree/Diploma holders in Business/Commerce/Communications or in any relevant field

• Preferably 5 years working experience in customer service environment

• Fluent in English, Bahasa Malaysia and/or other languages are added advantage

• Able to lead and motivate the team

• Able to interact with all levels of people and possess a service oriented mindset

• Independent, self-motivated and possess positive attitude, Results oriented

• Ability to work and manage in a fast pace and challenging environment

• Mature, dynamic and proactive

• Able to organize resources, present report and coordinate project work

• PC literate with working knowledge of Microsoft Windows, Word and Excel