MUHAMMAD ASHRAF BIN MAJIDI

• 1. Customer Complaint Handling
• • Investigate and resolve customer complaints related to payment processing, refunds, payouts, settlements, and other financial transactions.
• • Ensure timely resolution of issues while maintaining a high level of customer satisfaction.
• • Collaborate with internal teams (Operations, Risk, Compliance, and Finance) to resolve escalated complaints.
• • Maintain a detailed record of complaints, resolutions, and follow-up actions.
• 2. Payment Processing & Settlements
• • Address customer concerns related to failed, delayed, or incorrect payments, including cross-border transactions.
• • Assist customers with settlement-related inquiries, ensuring smooth fund transfers.
• • Work with the finance team to reconcile settlement discrepancies and resolve payout issues.
• 3. Refund & Payout Management
• • Investigate refund and chargeback disputes, ensuring compliance with regulatory and company policies.
• • Process payout-related complaints, ensuring timely fund disbursement.
• • Coordinate with banking partners and payment processors to resolve disputes efficiently.
• 4. Onboarding, KYC & KYB
• • Handle complaints related to customer/business onboarding processes.
• • Assist customers facing difficulties with KYC (Know Your Customer) or KYB (Know Your Business) verification.
• • Ensure compliance with Anti-Money Laundering (AML) and regulatory requirements.
• 5. Compliance & Risk Management
• • Identify potential fraud, money laundering, and compliance risks in customer complaints.
• • Escalate high-risk complaints to the compliance and fraud investigation teams.
• • Stay updated with regulatory changes related to global payments and financial compliance.
• 6. Reporting & Continuous Improvement
• • Provide regular reports on customer complaints, trends, and root causes to management.
• • Work with internal teams to improve processes and reduce recurring customer issues.
• • Assist in developing training materials to improve complaint resolution processes.

• 1. Technical Support & Troubleshooting
• • Diagnose and resolve customer issues related to IPTV and internet connectivity, including speed, stability, and device compatibility.
• • Guide customers through basic troubleshooting steps such as router resets, cable checks, and configuration settings.
• • Escalate complex technical issues to the network support team if required.
• 2. Billing & Account Management
• • Assist customers with bill inquiries, payment processing, and outstanding balances.
• • Explain charges, promotions, and payment options to customers.
• • Handle customer requests for bill adjustments, refunds, and disputes.
• 3. Service Relocation & Appointment Scheduling
• • Process customer requests for relocation of Astro IPTV and internet services to new addresses.
• • Schedule technician appointments for installation, troubleshooting, or service upgrades.
• • Coordinate with field technicians to ensure smooth service transitions.
• 4. Upselling & Service Promotion
• • Identify opportunities to upsell higher-speed internet plans, premium IPTV packages, and additional services.
• • Promote ongoing Astro internet promotions and bundle deals to enhance customer experience.
• • Provide recommendations based on customer usage patterns and needs.
• 5. Customer Engagement & Satisfaction
• • Ensure a positive customer experience by providing clear and professional communication.
• • Follow up with customers after issue resolution to confirm satisfaction.
• • Record customer interactions, complaints, and resolutions accurately in the CRM system.

• 1. Customer Support via Chat & Email
• • Handle customer inquiries efficiently via live chat (supporting 4 currencies) and email.
• • Provide accurate and timely responses to resolve customer issues.
• • Maintain a high level of professionalism and service quality in all interactions.
• 2. Payment & Refund Handling
• • Assist customers with payment-related concerns, including Payin (payment processing) and refund requests.
• • Verify payment statuses and help customers resolve failed or delayed transactions.
• • Work with the finance team to escalate payment discrepancies when needed.
• 3. Digital Product Support
• • Handle customer inquiries related to digital products, such as e-vouchers, gaming credits, and digital subscriptions.
• • Troubleshoot issues related to digital product delivery and activation.
• 4. Order Status & Dispute Resolution
• • Check and update customers on their order status, tracking details, and estimated delivery time.
• • Assist customers in raising disputes for non-received, defective, or incorrect orders.
• • Coordinate with internal teams and sellers to resolve disputes in a fair and timely manner.
• 5. Service Quality & Compliance
• • Ensure all responses comply with Shopee’s policies and service-level agreements (SLAs).
• • Maintain detailed and accurate records of customer interactions and resolutions.
• • Identify and report recurring customer issues to improve processes and customer experience.

1. Lounge Access & Passenger Assistance

• Assist eligible passengers (premium ticket holders, loyalty members, and invited guests) with lounge access verification.

• Welcome and guide passengers through the lounge facilities.

• Address any inquiries related to lounge services and amenities.

2. Premium Ticket Assistance

• Provide priority assistance to premium-class passengers, including check-in guidance and special requests.

• Ensure premium passengers have a seamless lounge experience before their flight.

3. Food & Beverage Service

• Assist in serving food and beverages to passengers in the lounge.

• Maintain cleanliness and ensure food stations are well-stocked at all times.

• Address special dietary requests where possible.

4. Flight Time Reminders & Boarding Assistance

• Provide timely flight reminders and boarding announcements to ensure passengers do not miss their flights.

• Assist passengers in moving towards the boarding gate when necessary.

5. Passenger Support & Lounge Maintenance

• Assist passengers with any special requests, such as baggage storage, Wi-Fi access, or seating arrangements.

• Ensure the lounge remains clean, comfortable, and welcoming at all times.

• Liaise with airline staff to coordinate lounge operations and passenger needs.