Telco Retention Officer

Job Descriptions: - Handle inbound and outbound calls to retain customers considering cancellation or switching. - Address customer concerns and offer tailored retention packages using approved scripts and tools. - Identify churn risks and present value-added solutions based on customer needs. - Upsell or cross-sell services where applicable to increase customer value. - Deliver excellent customer service, build rapport, and provide accurate product information. - Ensure timely follow-up and resolution of customer issues; update CRM with call outcomes and feedback. - Identify common trends and contribute insights to improve future campaigns while achieving individual and team retention targets. Requirements: - SPM, Diploma or Bachelor Degree in any field. - Minimum 1-2 years of contact center experience is required. - MUST have a good employment record (not a job hopper/non-performer/terminated due to disciplinary issue). - Excellent communication skills in English and Bahasa Melayu, both written and spoken. - Customer-oriented with good listening skills, and computer literate. - Ability and willingness to up-sell and cross-sell during inbound calls. - Basic knowledge of digital tools and platforms (App, WhatsApp, ChatBOT platforms, etc) - Must be willing to work on rotational shifts, including weekends and Public Holidays. - Candidate must be able to attend the interview and start immediately (in case shortlisted). - Possess own transport is an added advantage. - Fully vaccinated with Covid-19 Vaccination.