Customer Success & Relations Specialist

KS IT SOLUTIONS SDN BHD; Shah Alam; On-site; MYR 28,000 - 39,000; Full time

Job summary

KS IT Solutions is seeking a proactive Customer Relations Executive to manage client communications and ensure service satisfaction. You will coordinate with NOC and technical teams to resolve incidents in a fast-paced environment.

The role involves handling inquiries via email, phone, and tickets, with responsibilities spanning logging, updating on service status, and managing account lifecycle activities. Training is provided for telecom/IT support tasks.

Qualifications

• Minimum SPM or Diploma in Business Administration, Communications, IT, or related field.
• 0–1 year of customer service, account management, or telecom/IT support environment.
• Good command of English and Bahasa Malaysia; Mandarin a plus.

Responsibilities

• Act as the primary point of contact for customer inquiries, service requests, and issue resolution.
• Manage and respond to customer communications via email, phone, and ticketing systems in a timely manner.
• Coordinate with NOC and technical teams to follow up on incidents, service disruptions, and restoration updates.
• Ensure accurate logging, tracking, and closure of customer tickets in accordance with SLA timelines.
• Provide clear and professional updates to customers on service status, maintenance, and incidents.
• Monitor customer accounts to ensure smooth service lifecycle processes (activation, suspension, termination).
• Handle customer complaints effectively, ensuring proper escalation and resolution.
• Support billing-related inquiries, invoice clarification, and payment follow-ups.
• Maintain proper documentation of customer interactions and account updates.

Skills

Customer service

Communication

Multitasking

English

Bahasa Malaysia

Education

Diploma / SPM in Business Admin / Communications / IT

Tools

Ticketing systems

Billing systems

Job description

KS IT Solutions is seeking a proactive Customer Relations Executive to manage client communications and ensure service satisfaction. You will coordinate with NOC and technical teams to resolve incidents in a fast-paced environment.

The role involves handling inquiries via email, phone, and tickets, with responsibilities spanning logging, updating on service status, and managing account lifecycle activities. Training is provided for telecom/IT support tasks.