Customer Engagement Executive

AirdroiTech; Shah Alam; On-site; MYR 150,000 - 200,000; Full time

Job summary

A dynamic tech firm is looking for a Customer Engagement Specialist in Shah Alam, Malaysia. This role focuses on proactively managing customer inquiries and ensuring satisfaction with our products during onboarding and beyond. Candidates should have a background in customer service, particularly in technical support, and familiarity with CRM systems like HubSpot. The position offers competitive compensation and opportunities for growth within a collaborative team environment.

Benefits

Competitive salary package

Performance-based incentives

Professional development opportunities

Qualifications

• Minimum 2 years of experience in customer service or technical support.
• Proficiency in CRM tools like HubSpot for managing customer interactions.

Responsibilities

• Manage onboarding and support for new customers actively.
• Build relationships by addressing inquiries and providing solutions.
• Gather customer feedback and document interactions accurately.
• Adhere to performance metrics and participate in improvement training.

Skills

Customer service experience

Technical product support

CRM proficiency

Interpersonal skills

Critical thinking

Tools

HubSpot

Amazon Connect

Job description

About the Role

We are seeking a proactive and customer-focused Customer Engagement Specialist to join our offshore team in Kuala Lumpur. This role is integral to delivering exceptional customer experiences by managing inbound inquiries, supporting customers through onboarding and adoption, and ensuring their satisfaction throughout their journey with Polyaire and our AirTouch products.

As part of the Customer Experience team, you will play a key role in building strong customer relationships, resolving issues efficiently, and contributing to process improvements that enhance service delivery.

If you’re passionate about engaging with customers, problem-solving, and delivering superior experiences, this role offers an exciting opportunity to grow your career in a dynamic and collaborative environment.

Key Responsibilities

Customer Engagement & Relationship Management

• Work directly with customers to ensure their needs are met during onboarding, adoption, and ongoing support phases.
• Build meaningful relationships with customers by addressing inquiries proactively and providing tailored solutions.
• Resolve customer issues promptly while maintaining a focus on resolution and satisfaction.
• Conduct proactive outreach to onboard new customers and guide them through the adoption of Polyaire products like AirTouch systems.
• Gather feedback from customers to identify opportunities for improvement and ensure their voice informs future enhancements.

Process Implementation & Optimization

• Adhere to standardized workflows using CRM tools like HubSpot & Amazon Connect to ensure consistent customer engagement.
• Accurately document all customer interactions in the CRM system for seamless handoffs across teams.
• Contribute to the growth of the knowledge database by identifying common questions and creating support resources for customers.

Performance & Quality Standards

• Meet or exceed key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Participate in training programs and regular coaching sessions to continuously improve performance and service quality.

About You

Essential Qualifications & Experience

• 2+ years of experience in customer service or support roles; technical product support preferred.
• Proficiency in CRM tools like HubSpot or equivalent platforms for managing customer interactions.

Desirable Skills

• Comfortable working in a call centre environment, supporting customers across Australia.
• Strong interpersonal skills with a customer-centric mindset.
• Demonstrates strong critical-thinking skills when managing customer calls, including assessing issues, identifying root causes, and determining appropriate next steps.
• Understanding of diverse cultures and backgrounds, and the Australian culture in particular.
• Background in technical product industries (e.g., HVAC or home automation).
• Problem-solving abilities with a focus on data-driven decision-making.

Why Join Us?

• Be part of a growing offshore team dedicated to delivering exceptional customer experiences.
• Work in a fast-paced environment with opportunities for professional development.
• Competitive salary package with performance-based incentives.