Customer Success Executive

6 days ago

Kuala Lumpur, Malaysia Informa Markets Full time

Company Description
Informa Markets is a division of Informa plc. With a growing portfolio of 30 trade events in Malaysia and Southeast Asia, we create business growth opportunities for ASEAN and the rest of the world in a wide range of industries including Furniture & Interiors, Industrial Machinery, Renewable Energy, Power, Security, Construction, Food, Oil & Gas, Hospitality, Livestock, Beauty, Water & Wastewater Subcontracting, Environmental Technology and HVAC. As the world’s leading exhibitions organiser, we bring a diverse range of specialist markets to life, unlocking opportunities and helping them to thrive 365 days of the year. Our deep knowledge and passion for the industry sectors we serve allow us to create valuable experiences where people can succeed. At our events, people build relationships, close deals and grow their businesses. These global networks, skilled, passionate people and market-leading events provide exciting opportunities for business people to achieve their ambitions.

Job Description**
ROLE SUMMARY**: The incumbent is a member of customer success team which aim is to develop a positive customer experience and fosters relationships with our customer in the B2B digital marketplace. He/ She ensures all customers are successfully using the product or service and the first port of call for customers and is available to answer any in-bound questions.
**PRINCIPAL DUTIES AND RESPONSIBILITIES**:

Provide assistance and training to suppliers and buyers, ensure holistic customer satisfaction with the whole adoption journey including registration, showroom contents management, quotation management and business matching.
- Assist on business matching communications for suppliers and buyers.
- Act as super user to manage customer profile on digital marketplace
- Act as local contact for escalation of system related issues
- Provide feedback on the efficiency of the customer service process to Customer Success Advisor.

**Qualifications**:

- Tertiary Education in Marketing study, Customer Service or related field
- 2 years experiences in supporting online marketplace/e-Commerce/customer services
- Fluent in written and spoken English and Mandarin
- Excellent communication skills and strong problem-solving skills
- Patient, polite, customer-oriented and good service attitude
- At ease with software and new technology awareness
- Proficiency in MS Office Tools

Additional Information_

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