Customer Service Executive

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia KK ONG INTERNATIONAL SDN BHD Full time 40,000 - 60,000 per year

Job Responsibility
Key Responsibilities

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  • Guide new clients through the onboarding process, including product walkthroughs and training modules via zoom or call.
  • Proactively monitor client activity to identify inactive or low-engagement users, and encourage adoption of key features.
  • Respond to customer inquiries via WhatsApp or call promptly and professionally.Â
  • Collaborate with the technical team to collect feedback and drive continuous product improvement.
  • Conduct quarterly customer health scoring, usage reporting and surveys.
  • Support clients through renewal processes, invoicing, and upsell recommendations.
  • Provide personalized 1-on-1 care and tailored advice to help clients succeed with the system. Â
  • Handle refund requests and resolve issues for unsatisfied customers promptly to ensure a positive experience.
  • Identify recurring issues and provide insights to enhance processes and prevent future problems.

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If you are
goal-oriented, persuasive, and thrive in a dynamic, fast-paced sales environment
, and youâre eager to grow your income through
performance-based bonuses and commissions
, join us to
accelerate your career growth and unlock exceptional financial rewards
driven by your success

Â

Job Requirements
We are looking for a responsible and communicative Customer Success Specialist. Â

You will play a key role in guiding our clients through their entire journey â from onboarding to successful renewal. You are not just customer support; you are their AI growth partner, ensuring they truly understand, utilize, and benefit from our solutions.

You will act as the bridge between our product and our customers in the team.

Job Requirements

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  • Fresh graduates and interns with SPM or equivalent qualifications are welcome to apply.
  • At least 1 year of experience in customer service or customer success (preferably in SaaS ï¼marketing or education industries)
  • Prior experience in customer service and sales is an added advanatage
  • Strong communication and problem-solving skills; able to work under pressure Â
  • Proficient with tools such as WhatsApp, Zoom, and Google Sheets Â
  • Comfortable with tech products and online platforms; eager to learn new systems Â
  • Detail-oriented, with strong follow-up and execution skills Â
  • Basic data literacy is a plus â e.g., understanding client login rates and usage statistics
  • Positive attitude with a collaborative, team-player mindset.
  • Languages: Fluent in Mandarin and English (Mandarin & Cantonese are a plus)
  • Excellent communication skills, both verbal and written.

Job Benefits

  • A complete onboarding and training process, with clear SOPs to help you get up to speed quickly
  • Transparent KPI-based bonus system, tied to client success â no hard selling required Â
  • Opportunity to become a core member of a high-growth SaaS team, with a path to advance to Customer Success Lead
  • Productivity-focused culture â no micromanagement, no clocking in, no unnecessary meetings
  • Exposure to a wide network of entrepreneurs and business owners across different industries
  • A young, energetic team mainly born in the 90s and 00s Â
  • Positive work environment â listen to music, enjoy snacks, and work harmoniously
  • Zero office politics Â
  • Work on meaningful projects with high-performing teammates
  • Regular team training, customer service workshops, and AI tools upskilling opportunities
  • Casual wear
  • 12 days of annual leave
  • Each week has two days is WFH
  • EPF, SOSCO, EIS,PCB

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