Customer Success & Coordination Specialist

Pathgreen Energy Sdn Bhd; Petaling Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

Pathgreen Energy Sdn Bhd is seeking a proactive Customer Support & Relationship Management professional to act as the main liaison for clients on project updates and service requests. You will promptly address concerns, maintain strong client relationships, and conduct post-project follow‑ups to ensure service quality.

You will coordinate with Sales, Engineering, Procurement, PM, and O&M teams to resolve issues and track requests, while keeping accurate CRM records and monitoring SLAs and KPIs.

Qualifications

• Strong customer service and interpersonal skills.
• Good communication skills in Bahasa Malaysia and English.
• Mandarin and/or Cantonese is an added advantage.
• Base proficiency in Microsoft Office (Word, Excel, Outlook).
• Able to multitask and work well under pressure.

Responsibilities

• Serve as the main point of contact for customers regarding project updates, service requests, complaints, and general inquiries.
• Respond promptly and professionally to customer concerns and ensure timely resolution.
• Build and maintain strong relationships with customers to enhance satisfaction and long‑term engagement.
• Conduct customer follow‑ups after project completion to gather feedback and ensure service quality.
• Coordinate with Sales, Engineering, Procurement, PM, and O&M teams to address customer needs and resolve issues efficiently.
• Track and monitor customer requests, ensuring all actions are completed within agreed timelines.
• Facilitate communication between customers and technical teams regarding system performance, maintenance schedules, warranties, and troubleshooting.
• Support project handover activities and ensure customers receive all necessary documentation and information.
• Maintain accurate records of customer interactions, complaints, service requests, and resolutions in the CRM or ticketing system.
• Monitor service performance against SLAs and KPIs.
• Prepare customer service reports, performance summaries, and customer feedback analyses.
• Assist in developing and improving customer service procedures, workflows, and service standards.
• Support and guide junior customer service representatives in handling customer inquiries and escalations.
• Identify recurring customer issues and recommend process improvements to enhance operational efficiency and customer satisfaction.
• Participate in customer experience improvement initiatives and quality assurance activities.

Skills

Bahasa Malaysia & English

Mandarin/Cantonese

Customer service

Interpersonal skills

Time management

Organizational skills

Multitasking

Team player

Tools

Microsoft Office

Job description

Pathgreen Energy Sdn Bhd is seeking a proactive Customer Support & Relationship Management professional to act as the main liaison for clients on project updates and service requests. You will promptly address concerns, maintain strong client relationships, and conduct post-project follow‑ups to ensure service quality.

You will coordinate with Sales, Engineering, Procurement, PM, and O&M teams to resolve issues and track requests, while keeping accurate CRM records and monitoring SLAs and KPIs.