Customer Service Executive (mandarin Sales Support)

KK Ong International; Kepong; On-site; MYR 40,000 - 55,000; Full time

Job summary

A dynamic technology firm in Kuala Lumpur is seeking a Customer Success Specialist to guide clients through onboarding, ensuring they fully utilize and benefit from our offerings. This role requires at least one year of customer service experience, proficiency in Mandarin and English, and excellent communication skills. You will proactively monitor client engagement and provide tailored support to enhance satisfaction. Join our fast-paced team dedicated to achieving client success in a supportive environment.

Benefits

Transparent KPI-based bonus system

Productivity-focused culture

12 days of annual leave

Qualifications

• At least 1 year of experience in customer service or customer success, preferably in SaaS, marketing, or education.
• Comfortable with tech products and online platforms; eager to learn new systems.
• Basic data literacy is a plus — e.g., understanding client login rates and usage statistics.

Responsibilities

• Guide new clients through the onboarding process, including product walkthroughs.
• Proactively monitor client activity to encourage adoption of key features.
• Respond to customer inquiries via WhatsApp or call promptly and professionally.
• Collaborate with the technical team to collect feedback for product improvement.
• Conduct quarterly customer health scoring and usage reporting.
• Support clients through renewal processes, invoicing, and upsell recommendations.
• Provide personalized care to help clients succeed with the system.
• Resolve issues for unsatisfied customers to ensure a positive experience.

Skills

Strong communication skills

Problem-solving skills

Customer service experience

Proficiency with WhatsApp

Proficiency with Zoom

Proficiency with Google Sheets

Detail-oriented

Team-player mindset

Fluent in Mandarin

Fluent in English

Education

Degree

Job description

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

You will play a key role in guiding our clients through their entire journey — 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.

Looking for someone with a strong interest in AI /Marketing and automation.

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

Job Requirements

• Candidates must possess at least a Degree.
• At least 1 year of experience in customer service or customer success (preferably in SaaS, marketing, or education industries).
• Prior experience in customer service and sales is an added advantage.
• Strong communication and problem‑solving skills; able to work under pressure.
• Proficient with tools such as WhatsApp, Zoom, and Google Sheets.
• Comfortable with tech products and online platforms; eager to learn new systems.
• Detail‑oriented, with strong follow‑up and execution skills.
• Basic data literacy is a plus — 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.

Key Responsibilities

• 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.
• 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.
• 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.

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 — no hard selling required.
• Opportunity to become a core member of a high‑growth SaaS team, with a path to advance to Customer Success Lead.
• Productivity‑focused culture — 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.
• Positive work environment — listen to music, enjoy snacks, and work harmoniously.
• Zero office politics.
• 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.
• EPF, SOSCO, EIS, PCB.

Accelerate Your Career

If you are goal‑oriented, persuasive, and thrive in a dynamic, fast‑paced sales environment, and you’re 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!