Customer Success Advisor

1 day ago

Tun Razak Exchange Kuala Lumpur, Malaysia MASTERPAY GLOBAL SDN. BHD. Full time 40,000 - 80,000 per year

Key Responsibilities

1. Customer Relationship Management


• Serve as the primary point of contact for assigned clients, ensuring timely support and consistent communication.


• Build strong, trust-based relationships to understand client needs, goals, and expectations.


• Monitor customer satisfaction and proactively address concerns before they escalate.

2. Onboarding & Product Training


• Guide new customers through the onboarding process, ensuring smooth setup of MasterPay Global systems and services.


• Conduct product demonstrations, platform walk-throughs, and training sessions for users.


• Ensure all necessary documentation and account information are properly collected and verified.

3. Issue Resolution & Support Coordination


• Handle customer inquiries, requests, and complaints efficiently through email, phone, or messaging.


• Liaise closely with internal teams (Tech, Operations, Finance, Compliance) to resolve customer issues promptly.


• Track and document all customer interactions in CRM or ticketing systems.

4. Customer Success Planning & Engagement


• Regularly check in with customers to review account performance, usage trends, and potential challenges.


• Identify opportunities for product adoption, improvement, or added services.


• Ensure customers fully utilize MasterPay Global products and features to achieve maximum value.

5. Reporting & Feedback


• Prepare customer performance reports, feedback summaries, and recommendations for improvement.


• Collect insights from customers and provide structured feedback to Management and Product teams.


• Support the development of customer success playbooks, FAQs, and knowledge base content.

Requirements

Qualifications


• Diploma or Degree in Business, Communications, Marketing, or related field.


• At least 1–3 years of experience in Customer Success, Client Management, Customer Service, or related roles (Fintech experience is a plus).

Skills & Competencies


• Strong communication skills (verbal & written).


• Excellent interpersonal skills with a customer-first mindset.


• Ability to manage multiple clients and priorities in a fast-paced environment.


• Problem-solving, critical thinking, and ability to work independently.


• Familiarity with CRM tools, ticketing systems, and MS Office / Google Workspace.


• Proactive, patient, and detail-oriented.

Key Attributes


• Service-oriented and empathetic.


• Professional and calm under pressure.


• Highly responsible and committed to customer satisfaction.


• Continuous learner who adapts to new systems and processes.

Benefits:


• Medical, Dental & Vision coverage.


• Annual, Maternity, Paternity leave.


• EPF and SOCSO contributions.


• Work Life Balance

➢ Work Arrangement: This is an on-site position.

➢ Work Location: Menara Exchange 106, TRX (Tun Razak Exchange), Kuala Lumpur.

➢ Working Hours: Monday to Friday, 9:00 AM – 6:00 PM

If you want to be part of an innovative fintech company, apply now to join MasterPay Global Sdn. Bhd.

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