Client Advisory Associate

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia SUNRATE Full time 60,000 - 120,000 per year

SUNRATE is a global payment and treasury management platform for businesses worldwide. Since its inception in 2016, SUNRATE has been recognised as a leading solution provider and has enabled companies to operate and scale both locally and globally in 190+ countries and regions with its cutting-edge proprietary platform, extensive global network, and robust APIs.

With its global business headquarters in Singapore and offices in Hong Kong, Jakarta, London, and Shanghai, SUNRATE partners with the top global financial institutions, such as Citibank, Standard Chartered, Barclays, J.P. Morgan and is the principal member of both Mastercard and Visa.

The Client Advisory Associate (Vietnamese Speaking) is responsible for serving as the first line of support for SUNRATE's clients, managing inquiries, resolving issues, and ensuring a smooth experience throughout the customer lifecycle. In this role, you will uphold SLAs, identify opportunities for product adoption or upsell, and act as a trusted problem-solver for clients, agents, and prospects.

What you'll be spending your time on:

  • Serve as the primary contact for customer inquiries across main support channels (e.g., WhatsApp, email, CRM ticketing).
  • Manage service cases from intake to resolution, ensuring timely and satisfactory outcomes.
  • Support the onboarding handover from the Growth team and monitor early adoption signals such as inquiry trends and potential escalation risks.
  • Collaborate with internal teams (Product, Market Leads, Compliance) to resolve client pain points.
  • Maintain accurate CRM records, ensuring all case logs and resolution notes are properly documented.
  • Identify and flag potential churn risks and collaborate with the Team Lead on appropriate interventions.
  • Educate clients on SUNRATE's features and digital tools (e.g., portals, platform updates).

For this role you also have:

  • A Degree in a related field, or a Diploma with relevant working experience.
  • 1–3 years of client-facing support experience, ideally within fintech, payments (bank or non-bank), or SaaS environments..
  • Strong proficiency in professional English and Vietnamese (reading, writing, and speaking) is required; additional language capabilities are an advantage.
  • Strong customer empathy with a solution-oriented approach to problem-solving.
  • Ability to support clients across various APAC and European time zones.
  • Experience using CRM tools (e.g., Salesforce, Zendesk) and omnichannel systems (e.g., Avaya, CISCO, Genesys) is preferred.
  • Familiarity with digital platforms and B2B user behaviour.

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