Customer Success Executive

Luma International Sdn Bhd (MyRuma); Petaling Jaya; On-site; MYR 48,000 - 72,000; Full time

Job summary

Luma International Sdn Bhd (MyRuma) is seeking a Customer Success Executive to convert homeowner enquiries into customers and ensure a smooth journey from initial inquiry to engagement with Service Partners. You will engage homeowners, understand renovation needs, and clearly communicate value while addressing concerns and guiding them toward using our services.

You will coordinate with interior designers and other partners, build trust, and follow up proactively to maintain engagement through

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Communications, Design or related field
• 1-3 years of experience in Customer Service, preferably in home improvement, design, or tech platforms
• Basic understanding of renovation, interior design, or contractor workflow is an advantage
• Strong communication and interpersonal skills, both written and verbal
• Proficiency in English, Bahasa Malaysia and Mandarin in both written and verbal
• Proficiency in basic office tools (e.g. Microsoft Office)
• Able to work on weekend duties for events, roadshows, or partner engagements
• Problem-solving mindset with patience and empathy in handling customers
• Ability to work independently and collaboratively in a fast-paced environment
• Willingness to travel out of office to meet homeowners, Service Partners, and other stakeholders for business relevant activities

Responsibilities

• Manage incoming homeowner enquiries through phone, email, chat, walk in and other approved communication channels
• Build rapport with homeowners, understand their renovation needs, and establish trust in myRuma's platform and services
• Conduct structured KYC and project qualification assessments covering renovation requirements, property details, budget, timeline, decision-making readiness, and other relevant information
• Clearly present myRuma's value proposition, platform benefits, service process, and available solutions
• Address homeowners' questions, concerns, and objections confidently and professionally
• Proactively follow up with homeowners and maintain engagement throughout the decision-making process
• Convert homeowner enquiries into qualified project opportunities and ultimately convert to myRuma customers
• Maintain ownership of the homeowner journey from initial enquiry through conversion and successful engagement with a Service Partner
• Achieve assigned homeowner engagement, lead qualification, follow-up, and conversion targets
• Ensure homeowners and Service Partners receive clear and timely information before and after each engagement

Skills

Communication skills

Multilingual

Customer service

Education

Bachelor's/Diploma degree

Job description

We are seeking a persuasive, results-driven Customer Success Executive whose primary responsibility is to convert homeowner enquiries into myRuma customers. You will engage homeowners, understand their renovation needs, clearly communicate myRuma's value, address concerns, and confidently guide them towards using our services. From the initial enquiry through successful conversion, you will follow up proactively, build trust, and ensure each homeowner receives a smooth and positive experience. You will also coordinate with Service Partners—including interior designer to ensure homeowners are supported throughout their journey.

Key responsibilities

Manage incoming homeowner enquiries through phone, email, chat, walk in and other approved communication channels

Build rapport with homeowners, understand their renovation needs, and establish trust in myRuma's platform and services

Conduct structured KYC and project qualification assessments covering renovation requirements, property details, budget, timeline, decision-making readiness, and other relevant information

Clearly present myRuma's value proposition, platform benefits, service process, and available solutions

Address homeowners' questions, concerns, and objections confidently and professionally

Proactively follow up with homeowners and maintain engagement throughout the decision-making process

Convert homeowner enquiries into qualified project opportunities and ultimately convert to myRuma customers

Maintain ownership of the homeowner journey from initial enquiry through conversion and successful engagement with a Service Partner

Achieve assigned homeowner engagement, lead qualification, follow-up, and conversion targets

Ensure homeowners and Service Partners receive clear and timely information before and after each engagement

About you

Diploma or Bachelor's Degree in Business Administration, Communications, Design or related field

1-3 years of experience in Customer Service, preferably in home improvement, design, or tech platforms

Basic understanding of renovation, interior design, or contractor workflow is an advantage

Strong communication and interpersonal skills, both written and verbal

Proficiency in English, Bahasa Malaysia and Mandarin in both written and verbal

Proficiency in basic office tools (e.g. Microsoft Office)

Able to work on weekend duties for events, roadshows, or partner engagements

Problem-solving mindset with patience and empathy in handling customers

Ability to work independently and collaboratively in a fast-paced environment

Willingness to travel out of office to meet homeowners, Service Partners, and other stakeholders for business relevant activities