Customer Success Executive (Weekend & US hours, Remote)

Prenetics; Kuala Lumpur; Remote; MYR 100,000 - 150,000; Full time

Job summary

A leading health sciences company in Kuala Lumpur is seeking a passionate customer support associate to engage with clients and assist in converting leads. This role involves understanding customer needs, providing product recommendations, and utilizing tools like Gorgias and Slack. The ideal candidate will have a sales-driven mindset, strong communication skills, and be fluent in English, with knowledge of Cantonese and Mandarin being a plus.

Qualifications

• Demonstrated experience in a pre-sales or sales support role, preferably in eCommerce.
• Fluency in English required, Cantonese and Mandarin a bonus.
• Prior experience in Amazon, TikTok, or messaging tools for sales and customer support.

Responsibilities

• Identify customer needs and suggest product offerings to convert prospects.
• Follow up on pre-sales inquiries to build rapport with customers.
• Use internal systems to support customers through chat and email.

Skills

Sales-driven mindset

Problem-solving skills

Strong communication skills

Emotional intelligence

Tools

Gorgias

Google Sheets

Slack

Job description

Description

Prenetics (NASDAQ:PRE), a leading health sciences company, is dedicated to advancing consumer health. Our consumer initiative is led by IM8, a fast-growing health and wellness brand; Europa, one of the largest sports distribution companies in the USA; and CircleDNA, a leading direct-to-consumer DNA test. As the first healthcare company to establish a Bitcoin treasury with its initial $20 million Bitcoin purchase and board-approved comprehensive Bitcoin strategy, Prenetics is pioneering the intersection of healthcare innovation and digital asset adoption. The company will soon accept cryptocurrency payments across both IM8 Health and CircleDNA platforms, creating a complete Bitcoin ecosystem from treasury to operations. This includes exploring how blockchain technology can further enhance our genomics solutions, such as CircleDNA, by ensuring data integrity, privacy, and secure access to personalized health insights, while establishing new paradigms for corporate treasury management. Each of Prenetics’ units synergistically enhances our global impact on health, embodying our commitment to "enhancing life through science". To learn more please visit prenetics.com and IM8health.com.

What You Will Be Doing

• Identify customer needs and offer clear explanations of product offerings, personalized suggestions, and value propositions to convert prospects into customers.
• Actively follow up on pre-sales inquiries, with a focus on building rapport and turning leads into customers through engaging conversations and appropriate product recommendations.
• Help our customers out by understanding their issues, verifying its validity, and providing the best possible solution according to the company’s guidelines.
• Ensure that your product knowledge is up-to-date by following announcements closely and staying organized.
• Be the customer's advocate and help shape product improvement by disseminating customer feedback or identifying the core issues across internal teams.
• Escalate relevant issues to management or cross‑team stakeholders in a timely manner.
• Use Gorgias, internal systems, and collaboration tools (e.g. Google Sheets, Slack) to support customers through chat and email.
• Provide assistance in general administrative activities and ad‑hoc duties as assigned by your direct manager.

Requirements

• Work hours: 5 days a week including Saturday, Sunday & Monday, or as assigned by your manager.
• Demonstrated experience in a pre‑sales or sales support role, preferably in an eCommerce or direct‑to‑consumer environment.
• Sales‑driven mindset with a passion for delivering results and achieving conversion goals.
• Problem‑solving and conflict resolution skills: quick‑thinking, patient, ability to absorb and convey constantly changing product information.
• Strong verbal and written communication skills: Fluency in English required, Cantonese and Mandarin a bonus.
• Must interact with Chinese‑speaking clients.
• High emotional intelligence: when faced with the occasional but inevitable situation of a bad customer interaction - be able to maintain professionalism and a positive outlook.
• Desire to work in a startup environment: proactivity, a strong sense of responsibility, willingness to roll up sleeves and get involved beyond your scope.
• Preferably prior experience in Amazon, TikTok or messaging tools for sales and customer support.
• Experience in eCommerce, health, wellness, or tech industries highly desirable.

Join us to make a huge impact as we revolutionize healthcare. The thing we most value is working with talented, growth‑minded people, who don’t hesitate to jump into creative problem solving. We don’t believe in up or out, we don’t believe in rest and vest. We want to give you the opportunity to grow with us. Neither your career nor Prenetics is a sprint — they’re both marathons.

In our hiring process, we look at building a team with three essential factors: adaptability, ability and passion. We’ve discovered the greatest achievements come from the right people working collaboratively towards a shared goal. As Prenetics and our vision continues to grow, you’ll have the opportunity to constantly change and evolve with us.