Customer Success Specialist I

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

• Hybrid
• Full-Time
• Requisition #: CUSTO006527

Description

Customer Success Specialist I

The Customer Success Specialist I is responsible for developing account relationships with external customers as an extension of the Sales Team. This position is the key point of contact for customers and is responsible for facilitating all operational responsibilities that allow focus on selling and providing value to our customers. This role provides customers with exceptional support throughout the entire lifecycle of their contracts.

What you’ll be doing:

• Drive customer retention in assigned regions by earning partnerships and nurturing customer loyalty.
• Discuss strategies with assigned Sales Teams regarding account activity to drive an increase in Revenue through upselling and cross-selling opportunities.
• Ensure a seamless workflow for processing customer orders.
• Provide contract updates per customer and sales teams requests (add items, delete items, term changes, etc.) & work with Pricing & Business Operations team. Work directly with external customers to manage the contract modification process and set expectations.
• Provide support to customers by coordinating with our finance department in answering any billing or invoicing questions.
• Provide requested customer reporting on required regular customer requested 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 stakeholdersand short-term and long-term priorities.
• Other duties as assigned.

What we’re looking for:

• 1-3 years of experience in a customer service or sales support environment.
• Incumbent should be able to build strong relationship with the 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.