Client Engagement Specialist

2 days ago

Kuala Lumpur, Malaysia Canaan Communication & Technologies Sdn Bhd Full time

**About the Role**

We are seeking a proactive, customer-focused **Client Engagement Specialist** to join our growing team. In this role, you will be responsible for building and maintaining strong relationships with our clients in the **Singapore market**, ensuring they receive exceptional service and support at every stage of their journey with us.

You will act as a key point of contact for clients, resolving issues, providing guidance, and identifying opportunities to improve the customer experience. Your ability to communicate clearly and build rapport will be crucial in driving client satisfaction and long-term retention
- Meet key performance metrics (CSAT, FCR, Quality Score, Resolution Time).
- Support order-related requests: placement, tracking, changes, cancellations, returns, and refunds.
- Resolve issues efficiently, ensuring customer satisfaction.
- Provide clear and accurate information on products, services, and policies.
- Maintain detailed records of all customer interactions.
- Follow up to confirm issue resolution and customer satisfaction.
- Gather and share customer feedback to improve service quality.
- Collaborate with internal teams to resolve recurring issues and enhance processes.
- Represent the support team in project discussions and cross-functional meetings.

**Requirements**:
**Experience**:

- Proven experience in customer support or a related field, preferably in e-commerce or retail.

**Skills**:

- Excellent verbal and written communication skills.
- Strong phone contact handling skills and active listening.
- Experience with Zendesk, ERP, and Adobe Magento is a plus.
- Ability to multi-task, prioritize, and manage time effectively.
- Problem-solving attitude with the ability to remain calm under pressure.
- 2+ years of experience in a customer-facing role (Customer Support, Account Management, Client Success, etc.), ideally within a fast-paced or tech-driven environment.
- Excellent verbal and written communication skills in **English**; fluency in **Mandarin or another local language** is a plus.
- Strong understanding of the Singaporean market and customer expectations.
- Empathetic, solution-oriented, and committed to delivering outstanding customer service.

**Job Types**: Full-time, Contract

Pay: RM3,000.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development

Application Question(s):

- How long is your notice period?

**Experience**:

- Customer support: 1 year (preferred)

Work Location: In person

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