Customer Support

KK ONG INTERNATIONAL SDN BHD; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

A leading company is seeking a Customer Success Specialist to ensure clients effectively use their solutions. The role includes onboarding, monitoring engagement, and collaborating with the technical team, offering a friendly work environment focused on productivity and team success.

Benefits

Transparent KPI-based bonus system

Opportunity for advancement to Customer Success Lead

Young, energetic team environment

Regular team training and workshops

Positive work environment with snacks and music

Qualifications

• Fluent in Mandarin and English; Cantonese is a plus.
• 1 year experience in customer service/customer success preferred.
• Fresh graduates are welcome.

Responsibilities

• Guide clients through onboarding and ensure product adoption.
• Proactively monitor client activity and respond to inquiries.
• Collaborate with technical team for continuous product improvement.

Skills

Communication

Problem Solving

Detail-oriented

Data Literacy

Education

Diploma

Tools

WhatsApp

Zoom

Google Sheets

Job description

Job Responsibility

Key Responsibilities

• Guide new clients through the onboarding process, including product walkthroughs and training modules via Zoom or call.
• Proactively monitor client activity to identify inactive or low-engagement users, and encourage adoption of key features.
• Respond to customer inquiries via WhatsApp or call promptly and professionally.
• Collaborate with the technical team to collect feedback and drive continuous product improvement.
• Conduct quarterly customer health scoring, usage reporting, and Net Promoter Score (NPS) surveys.
• Support clients through renewal processes, invoicing, and upsell recommendations.
• Provide personalized 1-on-1 care and tailored advice to help clients succeed with the system.

Job Requirements

We are looking for a responsible and communicative Customer Success Specialist. You will play a key role in guiding our clients through their entire journey — from onboarding to successful renewal. You are not just customer support; you are their AI growth partner, ensuring they truly understand, utilize, and benefit from our solutions.

You will act as the bridge between our product and our customers in the InfiniteSales.ai team.

Job Requirements

• Candidates must possess at least a Diploma.
• At least 1 year of experience in customer service or customer success (preferably in SaaS marketing or education industries). Fresh graduates are also welcome to apply.
• Strong communication and problem-solving skills; able to work under pressure.
• Proficient with tools such as WhatsApp, Zoom, and Google Sheets.
• Comfortable with tech products and online platforms; eager to learn new systems.
• Detail-oriented, with strong follow-up and execution skills.
• Basic data literacy is a plus — e.g., understanding client login rates and usage statistics.
• Languages: Fluent in Mandarin and English (Mandarin & Cantonese are a plus).

Job Benefits

What We Offer

• A complete onboarding and training process, with clear SOPs to help you get up to speed quickly.
• Transparent KPI-based bonus system, tied to client success — no hard selling required.
• Opportunity to become a core member of a high-growth SaaS team, with a path to advance to Customer Success Lead.
• Productivity-focused culture — no micromanagement, no clocking in, no unnecessary meetings.
• Exposure to a wide network of entrepreneurs and business owners across different industries.
• A young, energetic team mainly born in the 90s and 00s.
• Positive work environment — listen to music, enjoy snacks, and work harmoniously.
• Zero office politics.
• Work on meaningful projects with high-performing teammates.
• Regular team training, customer service workshops, and AI tools upskilling opportunities.