Customer Retention Executive

Key Responsibilities

Make outbound calls to customers intending to terminate services.

Identify reasons for termination and offer suitable retention solutions.

Provide guidance on service features, billing issues, and contract terms.

Maintain empathy, professionalism, and customer-oriented communication.

Troubleshoot basic service issues or escalate when needed.

Work closely with internal teams for complex cases.

Update customer records and call outcomes accurately.

Achieve individual retention KPIs and performance targets.

Requirements

Experience in Retention / Save Desk is required (preferably Telco/Unifi/Astro/TM or similar).

Strong verbal and written communication skills.

Good critical-thinking and problem-solving abilities.

Empathetic, patient, and able to take ownership of customer issues.

Comfortable working in high-pressure and fast-paced environments.

Able to switch between calls, chat, and email.

Professional etiquette at all times.

Basic digital literacy (apps, WhatsApp, CRM systems).

Technical knowledge of fibre/mobile troubleshooting is an advantage.

Pay: RM3,000.00 - RM4,200.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Work Location: In person