Customer Success Pro: Growth & Retention (Hybrid)

Service Express; Kuala Lumpur; Hybrid; MYR 48,000 - 64,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Service Express in Kuala Lumpur, Malaysia, is seeking a Customer Success Specialist I to develop account relationships and support customers through the contract lifecycle. You will be the main contact for customers, coordinating with Sales and Finance to ensure seamless orders and billing while driving retention and upsell opportunities.

Ideal candidates have 1–3 years of customer service or sales support experience, strong MS Excel skills, CRM familiarity, and excellent organizational

Qualifications

• 1-3 years of experience in a customer service or sales support environment.
• Incumbent should be able to build strong relationships with customers.
• Advanced knowledge of Microsoft Office Suite; Expert proficiency in MS Excel.
• Working experience with APAC region is a plus.
• Bilingual is a plus for this role: Japanese, Tamil.
• Excellent organizational, time management and problem-solving skills.
• Experience with Customer Relationship Management (CRM) software.
• Technical aptitude and ability to learn software programs.

Responsibilities

• Drive customer retention in assigned regions by earning partnerships and nurturing customer loyalty.
• Discuss strategies with assigned Sales Teams regarding account activity to drive revenue through upselling and cross-selling.
• Ensure a seamless workflow for processing customer orders.
• Provide contract updates per customer and sales teams requests and work with Pricing & Business Operations team.
• Provide support to customers by coordinating with our finance department on billing or invoicing questions.
• Provide requested customer reporting on required regular cadences.
• Be the liaison between the customer, sales team and their Business Operations Specialist.
• Enhance customer experience and satisfaction by increasing responsiveness to customer requests.
• Attend and participate in monthly/quarterly customer account review meetings with customers and other business partners.
• Maintain knowledge of products, technology, and services to help customers drive solutions.
• Maintain excellent internal and external customer service and problem-solving skills.
• Balance demands from multiple stakeholders and short-term and long-term priorities.
• Other duties as assigned.

Skills

Customer relationship

Organization

Time management

Problem-solving

Communication

Tools

MS Excel

MS Office Suite

CRM software

Job description

Service Express in Kuala Lumpur, Malaysia, is seeking a Customer Success Specialist I to develop account relationships and support customers through the contract lifecycle. You will be the main contact for customers, coordinating with Sales and Finance to ensure seamless orders and billing while driving retention and upsell opportunities.

Ideal candidates have 1–3 years of customer service or sales support experience, strong MS Excel skills, CRM familiarity, and excellent organizational