Customer Success Specialist - Tech-Savvy & AI-Driven

Armada Lancar Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer support company in Kuala Lumpur is seeking a Customer Success Specialist to enhance customer satisfaction using AI and analytics. In this role, you will handle inquiries, analyze data, and conduct sales-driven interactions. Ideal candidates will have over 2 years of experience in customer support, along with strong communication and problem-solving skills. This position offers opportunities for growth and recognition in a dynamic team environment.

Benefits

Hands-on exposure to AI and analytics

Training and development opportunities

Recognition for high performers

Qualifications

• Minimum 2 years of customer support experience in fast-paced environments.
• Comfortable working with analytics, stats, and dashboards.
• Proactive, disciplined, and accountable.

Responsibilities

• Handle customer inquiries via chat, email, or calls.
• Analyze customer interactions and identify trends.
• Conduct sales-driven calls to reactivate customers.

Skills

Customer support experience

Strong communication skills

Problem-solving skills

Sales skills

Tools

AI tools

CRM systems

Data analysis tools

Job description

Customer Success Specialist - Tech-Savvy & AI-Driven

About Us

We are building a next-level Customer Support team that goes beyond just handling queries. Our team solves problems, drives customer satisfaction, analyzes data to improve performance, and proactively boosts business through reactivation and upsell initiatives. If you are disciplined, proactive, and love leveraging AI and analytics to work smarter, this is the role for you.

Malaysians & Foreigners with work permit are welcome to apply.

Key Responsibilities

• Handle customer inquiries via chat, email, or calls professionally and efficiently.
• Analyze customer interactions, identify trends, and provide insights to improve processes and service quality.
• Track and report personal and team metrics: FRT, resolution rate, CSAT, number of reactivations, and sales conversions.
• Conduct sales-driven calls and chats to reactivate inactive customers, upsell products, or promote offers.
• Utilize AI tools and internal systems to respond faster, smarter, and more accurately.
• Identify recurring issues, propose solutions, and contribute to workflow improvements.
• Maintain discipline in attendance, break times, and productivity standards.
• Collaborate with the team to create templates, automation scripts, or dashboards for analytics and performance tracking.
• Continuously upskill in AI tools, analytics, customer support, and sales techniques.
• Carrying out ad hoc tasks and support activities as assigned by management to meet evolving business needs.
• Monitor performance and provide real-time feedback and support to other team members/stakeholders/department.

Key Requirements

• Minimum 2 years of customer support experience (chat/call) in fast-paced environments.
• Comfortable working with analytics, stats, and dashboards to track and improve performance.
• Proactive, disciplined, and accountable attitude.
• Strong communication, problem-solving, and sales skills.
• Experience in reactivation calls, upselling, or sales via chat/call is preferred.
• Tech-savvy, comfortable using AI tools, CRM systems, and workflow automation.
• Team player with a growth mindset and a focus on excellence.
• Available for rotational shifts, weekends, and public holidays.

Preferred Skills

• Exceptional proficiency in written/verbal English, demonstrating a native-like command of the language.
• Experience with data analysis tools or Excel/Sheets dashboards for tracking KPIs.
• Familiarity with AI-driven tools for support and sales (e.g., ChatGPT, Zendesk AI).
• Ability to analyze patterns and suggest improvements proactively.
• Understanding of metrics-driven customer support and sales performance.
• Proficient in using email and live chat platforms to facilitate effective communication.
• Proactive in cross-selling and upselling clients’ products and services.

What We Offer

• Opportunity to be part of an elite, high-performing team.
• Hands-on exposure to AI, automation, analytics, and sales-driven customer support.
• Recognition and growth opportunities for high performers.
• Training, mentoring, and support to develop your skills and career.

High-performing individuals during the contract period may be offered a permanent position upon completion of the contract.