Customer Support Specialist (Customer Success Team)

Zetpy; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

A technology company in Kuala Lumpur is seeking a Customer Support Specialist with at least 2 years of experience. In this role, you will assist customers in using the Zetpy platform, resolve issues, and guide long-term adoption. Ideal candidates are self-motivated, adaptable, and possess strong communication skills. The position offers a competitive pay package and a customer-focused work culture.

Benefits

Competitive Pay Package

Birthday Holiday and Meal Treat

Unlimited soft drinks & snacks

New Laptop Subsidy

RM500 Book purchase reimbursement

Medical & Dental Benefits

Health Insurance

Qualifications

• Minimum 2 years of customer service experience.
• Fluency in English, Bahasa Malaysia (or Mandarin) is required.
• Self-driven and comfortable in a fast-paced start-up environment.

Responsibilities

• Resolve customers' issues through phone, email, and chat.
• Provide guidance and support to customers using Zetpy's tools.
• Drive customer adoption through successful onboarding.

Skills

Customer service

Problem solving

Communication

Technical skills

Adaptability

Education

Diploma or Bachelor Degree - Any majoring

Tools

HTML

CSS

Content management systems

Job description

Customer Support Specialist (Minimum 2 years experience)

As a Customer Support Specialist, you will provide a helping hand to our Customers who are growing their business with Zetpy.com

You will be part of our Customers Success Team, which quickly adapts to customer needs to deliver a human and consultative support experience through creative problem-solving and a thorough knowledge of how Zetpy works.

In this role, you will need to

• Develop deep knowledge of the Zetpy software

• Effectively resolve customers' issues through phone, email, and chat.

• Provide support & guidance to Zetpy’s customer base that use our suite of tools

• Drive long-term customer adoption through successful onboarding

• Diagnose software issues and engage with our product and engineering teams using established internal processes

• Communicate thoughtful, customized solutions that help customers move forward and grow their business

• Collaborate with inside sales team or account owners, to identify opportunities for existing customers to use more of our platform or remove roadblocks

• Handle multiple customer issues at the same time in a fast-paced environment

• Show composure, resilience, and flexibility as customer needs evolve and case volume changes.

We are looking for people who:

• Like to help peopleand solve problems

• Adapt quickly to changing priorities and customer needs

• Passionate about working with customers and finding solutions that make their goals possible

• Find creative problem solving fulfilling & challenging

• Comfortable with uncertainty & ambiguity

• Are self-motivated & eager to learn

• Have a clear, professional, and informative communication style

• Have strong sense of urgency and efficiency in completing work

• Enjoy the fast paced environment of tech

• Interested in building technical skills and learning about HTML, CSS, Marketplaces (Lazada, Shopee, TikTok Shop etc), Shopping Carts (Woocommerce, Shopify, Magento etc), APIs and more

Pluses:

• Have prior experience in software or technical support with a customer centric focus

• Proficiency across any of the following technical skills: content management, HTML, CSS, Marketplaces (Lazada, Shopee, TikTok Shop know how), Shopping Carts (Woocommerce, Shopify, Magento know how)

You will need to have:

• Minimum 2 years of customers service experience

• Male / Female of the Internet generation

• Diploma or Bachelor Degree - Any majoring

• Fluency in English, Bahasa Malaysia (or Mandarin)

• Self-driven, comfortable with a fast-paced, always-on, highly ambiguous start-up environment

• Ability to meet multiple objectives in an entrepreneurial environment with little supervision

• Have a positive outlook and a strong ability to take responsibility for their successes and failures

Staff Benefits:

• Competitive Pay Package

• Your Birthday is Your Holiday (who works on birthday?) + Birthday Meal Treat on Us!

• Unlimited soft drinks & snacks at labs

• New Laptop Subsidy

• RM500 Book purchase reimbursement

• Medical & Dental Benefits

• Health Insurance (Medical Card)

• A fantastic work hard/play hard and obsessed-over-customer culture