Customer Success Representative Asia Pacific

Stichting Internationaal Belasting Documentatie Bureau; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

An international tax expertise provider in Kuala Lumpur is looking for a Customer Success Representative. The role involves ensuring client satisfaction through exceptional service and support. Candidates should have 3 years of customer support experience, preferably in the SaaS industry, and possess strong problem-solving and communication skills. A competitive salary of MYR 5,400 to 6,000 is offered, along with flexible benefits and training opportunities.

Benefits

Medical coverage

Training and development opportunities

Qualifications

• Experience working in a CSR role in a B2B industry.
• Proficient in English; fluency in additional languages is a plus.
• Excellent communication and presentation skills.
• Problem-solving abilities backed by good judgment.
• Self-starter, proactive, and resilient.
• Ability to collaborate effectively across departments and teams.

Responsibilities

• Provide timely and professional support to our clients.
• Collaborate closely with Marketing and Sales to enhance customer loyalty.
• Actively contribute to the continuous improvement of internal processes.
• Serve as a bridge between customers and internal teams.

Job description

Customer Success Representative Asia Pacific

IBFD is the leading international provider of cross-border tax expertise. An independent, non-profit foundation, IBFD has a long-standing history in supporting and contributing to tax research and academic activities. IBFD utilizes a global network of tax experts to serve Fortune 500 companies, governments, universities, international consultancy firms, and tax advisors. IBFD’s core business is research, publishing (online and print), and education in international taxation. All IBFD products are accessible through IBFD’s Tax Research Platform, the powerful online engine behind efficient tax information and research. Founded in 1938 and headquartered in Amsterdam, IBFD also has a local presence in important markets such as North America, Asia, and China. At our office in Kuala Lumpur, we are looking for a Customer Success Representative.

Within our Customer Success department, we are seeking a dedicated colleague to strengthen our team. The Customer Success Representative plays a pivotal role in ensuring the success and satisfaction of our clients through the delivery of exceptional service and support. The external customer base is primarily Business-to-Business (B2B), comprising large corporations, tax consultancies, booksellers, governments, and not-for-profit organizations, with some Business-to-Customer (B2C) contact. We are also committed to providing internal support within IBFD departments including finance, international tax training, marketing, and sales.

Tasks and responsibilities

• Work effectively both within a team and independently.
• Provide timely and professional support to our clients, in line with our Service Level Agreements.
• Collaborate closely with Marketing and Sales to enhance customer loyalty, identify upsell opportunities, and ensure a great customer experience.
• Actively contribute to the continuous improvement of internal processes.
• Serve as a bridge between customers and internal teams, sharing customer feedback to drive product and service improvements.

Profile

We are looking for someone who:

• Has experience working in a CSR role in a B2B industry.
• Is proficient in English; fluency in additional languages is a plus.
• Possesses excellent communication and presentation skills.
• Has problem-solving abilities, backed by good judgment.
• Is a self-starter, proactive, and resilient.
• Can collaborate effectively across departments and teams.

Requirements

• At least 3 years of experience in a customer support environment, preferably in the SaaS industry.
• Experience in customer success is advantageous.
• Educational background in business administration or related fields.
• Familiarity with CRM or ERP systems.

Salary & Benefits

We offer a competitive salary ranging from MYR 5,400 to 6,000, depending on experience, background, and education, along with a comprehensive package of flexible fringe benefits, including medical coverage. We also provide attractive training and development opportunities.

Join us in shaping the future of our company and making a significant impact in the Asia Pacific region!