Customer Support

Zenguard Risk Management; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

Zenguard Risk Management in Kuala Lumpur seeks a proactive Client Support Specialist to respond to inquiries via WhatsApp, Telegram, and other channels, and to explain product configurations clearly.

You will build client relationships, coordinate with internal teams, prepare service reports, and assist with urgent incidents, including after-hours support when needed.

Responsibilities

• Respond promptly and professionally to client inquiries via multiple channels.
• Build and maintain positive client relationships to boost engagement.
• Explain product configurations, features, and services clearly.
• Guide clients through operational procedures and configuration questions.
• Collect and relay client requirements and feedback to internal teams.
• Prepare regular client service and community management reports.
• Follow up on outstanding matters and resolve issues timely.
• Coordinate with technical, operations, and other departments.
• Handle client complaints and incidents calmly and professionally.
• Communicate clearly during service disruptions and time zone constraints.
• Complete other client management and operational duties as assigned.

Job description

Respond promptly and professionally to client inquiries through WhatsApp, Telegram, and other communication channels.

Build and maintain positive client relationships while improving client engagement and satisfaction.

Explain product configurations, features, and related services clearly and accurately.

Guide clients through relevant operational procedures and assist with configuration-related questions.

Collect, organize, and communicate client requirements, feedback, and recurring issues to the relevant internal teams.

Prepare regular client service and community management reports.

Follow up on outstanding client matters and ensure issues are resolved within an appropriate timeframe.

Coordinate with technical, operations, and other internal departments to address client requests.

Handle client complaints, urgent incidents, and unexpected situations calmly and professionally.

Provide appropriate reassurance and communication during service disruptions or other sensitive situations.

Maintain effective communication according to clients’ time zones and business requirements.

Respond to urgent client matters outside regular working hours, including evenings and weekends, when necessary.

Complete other client management and operational support duties assigned by the supervisor or management.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have in a Customer Support Role?
• Which of the following types of qualifications do you have?
• How many years of Client Management experience do you have?

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