Customer Support

KK ONG INTERNATIONAL SDN BHD; Kuala Lumpur; On-site; MYR 30,000 - 50,000; Full time

Job summary

A leading company in the SaaS industry is seeking a Customer Success Specialist to enhance client engagement from onboarding to renewal. The role involves guiding clients, monitoring their activity, and collaborating with the technical team to drive product improvement. Ideal candidates should have strong communication skills and a passion for customer success, with opportunities for growth within a dynamic team.

Benefits

Transparent KPI-based bonus system

Productivity-focused culture

Regular team training

Positive work environment

Qualifications

• At least 1 year of experience in customer service or customer success.
• Fluent in Chinese and English; Mandarin & Cantonese are a plus.

Responsibilities

• Guide clients through onboarding and provide personalized care.
• Monitor client activity and encourage feature adoption.
• Conduct customer health scoring and usage reporting.

Skills

Communication

Problem Solving

Detail-oriented

Data Literacy

Education

Bachelor's Degree

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

• 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 Chinese 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.