Customer Success Executive

Full Time Positions
Customer Success Executive
Full Time Kuala Lumpur

Job Overview

Our mission is to serve, educate & empower the bottom 40% with education, personal development & employment support.

The Customer Success Executive forms a bridge between the organisation and our users. Under the direct supervision of the COO, the Customer Success Executive is primarily responsible for handling the customer service inquiries, generating engagement and building a positive experience for our users.

She/he will set goals that relate to ensuring users are satisfied with their experience and will work closely with the technology team to influence designs or processes based on key insights into the needs of our users.

What do I get?

  • Salary Range
    RM 2,200

  • Job Advancement
    An opportunity for growth - personally and professionally.

  • Create Real Impact
    Know that the work you do changes lives every single day.

  • Work in the New Normal
    Use technology to increase work productivity and effectiveness.

What do I need?

Preferred Experience and Knowledge

  • A diploma in any relevant field
  • Digital skills knowledge (online research, Google Workspace - Sheets, Drive, Gmail)
  • Passionate about Education Technology (EduTech);
  • Familiarity with CRM systems and practices
  • Knowledgeable in user experience and user journeys;
  • Basic knowledge in HTML5 and CSS is a plus;

Necessary technical, functional or language skills

  • Excellent interpersonal and written and oral communication skills in English and Bahasa Malaysia
  • Organises and completes tasks accurately and in a clear and transferable manner;
  • Establishes, builds and maintains effective working relationships with staff to facilitate the provision of support;
  • Consistently approaches work with a positive, constructive attitude, an eye for detail and seeking to improve processes;
  • Demonstrates openness to feedback, improvement, change and has ability to manage complexities;
  • Demonstrates integrity by modelling the SOLS values and ethical standards.
  • Ability to multi-task, prioritize, and manage time effectively
  • Mandarin / Tamil / Bahasa Indonesia proficiency is an added advantage

What will I do?

  • Respond to incoming calls, messages and customer service inquiries across various platforms
  • Engage with users of our online learning platforms/students to determine their experience via focus groups, interviews and one-on-one sessions
  • Monitor feedback and verification of certification
  • Create dashboards that provide critical insights into user needs
  • Clearly identify and present improvements in the user journey
Key Targets and Results
  • Handle customer concerns, provide appropriate solutions within the time limits
  • Keep records of customer interaction in order to provide insights to improve the user journey
  • Follow communication procedures, guidelines and policies
  • Record of feedback and verification for certification

Interested in this position?

Form Loading...