Customer Success Executive

3 days ago

Greater Kuala Lumpur, Malaysia Airswift Full time 28,000 - 50,000 per year

This role is fully remote within Malaysia and requires fluency in Chinese. The ideal candidate will have experience in e-commerce support, be comfortable working US hours (including weekends), and be adept with AI-based customer service platforms. This is a fast-paced, customer-facing role focused on delivering exceptional support and driving pre-sales conversions.

Key Responsibilities

  • Engage with potential and existing customers via chat and email to understand their needs and recommend suitable products.
  • Follow up on pre-sales inquiries to convert leads into customers through personalized, value-driven conversations.
  • Resolve customer issues efficiently while adhering to company guidelines and maintaining high satisfaction.
  • Stay updated on product knowledge and company announcements to provide accurate information.
  • Act as the voice of the customer by sharing feedback and identifying recurring issues with internal teams.
  • Escalate complex issues to management or relevant stakeholders promptly.
  • Utilize tools like
    Gorgias
    ,
    Zendesk
    ,
    Limechat
    ,
    Google Sheets
    , and
    Slack
    for daily operations.
  • Support general administrative tasks and ad-hoc duties as assigned.

Requirements

  • Minimum 1 year of experience in e-commerce customer support.
  • Proficiency in
    Chinese (Mandarin/Cantonese)
    and
    English
    (written and spoken).
  • Experience with AI-based support platforms (e.g., Zendesk, Limechat).
  • Sales-driven mindset with a passion for achieving conversion goals.
  • Strong problem-solving and conflict resolution skills.
  • High emotional intelligence and professionalism in handling challenging interactions.
  • Self-motivated and proactive, with a startup mentality and willingness to go beyond the job scope.
  • Preferred experience with platforms like
    Amazon
    ,
    TikTok
    , or other messaging tools for sales/support.
  • Background in
    eCommerce
    ,
    health
    ,
    wellness
    , or
    tech
    industries is a plus.

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