Customer Success Advisor

MasterPay Global; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

An innovative fintech company in Kuala Lumpur is looking for a Customer Success Manager to oversee client onboarding and support. The ideal candidate will possess a diploma in a related field and have 1-3 years of experience in client management or customer service. Strong communication skills and the ability to manage multiple clients in a fast-paced environment are essential for this on-site position. Competitive benefits and working hours are part of the offer.

Benefits

Annual, Maternity, Paternity leave

EPF and SOCSO contributions

Qualifications

• 1-3 years of experience in Customer Success, Client Management, or Customer Service.
• Ability to manage multiple clients and priorities in a fast-paced environment.
• Proactive and patient with a customer-first mindset.

Responsibilities

• Serve as the primary contact for assigned clients ensuring support and communication.
• Guide new customers through the onboarding process and conduct training sessions.
• Monitor customer satisfaction and proactively address concerns.

Skills

Strong communication skills (verbal & written)

Excellent interpersonal skills

Problem-solving and critical thinking

Detail-oriented

Education

Diploma or Degree in Business, Communications, Marketing, or related field

Tools

CRM tools

Ticketing systems

MS Office

Google Workspace

Job description

Responsibilities

• Serve as the primary point of contact for assigned clients, ensuring timely support and consistent communication.
• Build strong, trust-based relationships to understand client needs, goals, and expectations.
• Monitor customer satisfaction and proactively address concerns before they elevate.

2. Onboarding & Product Training

• Guide new customers through the onboarding process, ensuring smooth setup of MasterPay Global systems and services.
• Conduct product demonstrations, platform walk-throughs, and training sessions for users.
• Ensure all necessary documentation and account information are properly collected and verified.
• Handle customer inquiries, requests, and complaints efficiently through email, phone, or messaging.
• Liaise closely with internal teams (Tech, Operations, Finance, Compliance) to resolve customer issues promptly.
• Track and document all customer interactions in CRM or ticketing systems.

4. Customer Success Planning & Engagement

• Regularly check in with customers to review account performance, usage trends, and potential challenges.
• Identify opportunities for product adoption, improvement, or added services.
• Ensure customers fully utilize MasterPay Global products and features to achieve maximum value.

5. Reporting & Feedback

• Prepare customer performance reports, feedback summaries, and recommendations for improvement.
• Collect insights from customers and provide structured feedback to Management and Product teams.
• Support the development of customer success playbooks, FAQs, and knowledge base content.

Requirements

Qualifications

• Diploma or Degree in Business, Communications, Marketing, or related field.
• At least 1–3 years of experience in Customer Success, Client Management, Customer Service, or related roles (Fintech experience is a plus).
• Strong communication skills (verbal & written).
• Excellent interpersonal skills with a customer-first mindset.
• Ability to manage multiple clients and priorities in a fast-paced environment.
• Problem‑solving, critical thinking, and ability to work independently.
• Familiarity with CRM tools, ticketing systems, and MS Office / Google Workspace.
• Proactive, patient, and detail‑oriented.

Key Attributes

• Service‑oriented and empathetic.
• Professional and calm under pressure.
• Highly responsible and committed to customer satisfaction.
• Continuous learner who adapts to new systems and processes.

• Annual, Maternity, Paternity leave.
• EPF and SOCSO contributions.

Work Arrangement: This is an on‑site position.

Working Hours: Monday to Friday, 9:00 AM – 6:00 PM

If you want to be part of an innovative fintech company, apply now to join MasterPay Global Sdn. Bhd.!