WFH Customer Service Executive

Thrive Tech Solution; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading BPO company in Kuala Lumpur is seeking a Client Success Specialist to manage customer inquiries regarding software functionalities. The ideal candidate will have experience in customer service or IT support and must be fluent in both English and Mandarin. Responsibilities include troubleshooting issues and assisting clients with system navigation in a fast-paced environment. Competitive compensation and benefits are provided, along with opportunities for career development.

Benefits

Competitive salary package

Monthly performance-KPI reward

Annual Leave

Medical coverage

Work-from-home after confirmation

Qualifications

• At least 1 year of experience in customer service or IT support.
• Flexibility to work 24/7 shifts or weekends.
• Familiarity with online gaming, fintech, or SaaS platforms.

Responsibilities

• Serve as the first point of contact for customer inquiries.
• Provide timely and professional responses via various channels.
• Troubleshoot user issues and escalate complex problems to teams.

Skills

Customer service experience

Problem-solving skills

Communication skills

Multitasking

English proficiency

Mandarin proficiency

Tools

CRM platforms

Ticketing systems

Remote support tools

Job description

Client Success Specialist - US / Singapore / CN Market

RIGHT RECRUIT SDN. BHD.

Responsibilities

• Serve as the first point of contact for customer inquiries related to BO software functionalities and issues.
• Provide timely, accurate, and professional responses via chat, email, or ticketing systems.
• Troubleshoot user issues and, when necessary, escalated complex problems to technical teams.
• Log, track, and manage support tickets to ensure resolution within agreed SLAs.
• Assist clients with system navigation, feature explanation, and minor configuration support.
• Work closely with AM (Account Manager) and BD (Business Development) teams to follow up on bugs, enhancement requests, or service outages.
• Maintain updated documentation and knowledge base articles for user self‑service.
• Collect customer feedback and provide insights to the product and operations team for continuous improvement.

Qualifications

• At least 1 year of experience in customer service or IT support.
• Basic understanding of back‑office systems or workflow tools (e.g., admin panels, CRM, risk or payment dashboards).
• Familiarity with online gaming, fintech, or SaaS platforms.
• Flexibility to work 24/7 shifts or weekends, including night shift (no requirement to go back‑office).
• Strong problem‑solving and communication skills.
• Able to multitask and manage priorities in a fast‑paced environment.
• Comfortable using ticketing systems, CRM platforms, and remote support tools.
• Proficient in English and Mandarin; additional languages are an advantage.
• Mandarin fluency is preferred as the role requires dealing with Mandarin‑speaking clients.

Benefits

• Competitive salary package.
• Monthly performance‑KPI reward.
• EPF, SOCSO, and EIS contributions.
• Annual Leave, Medical Leave, and paid Public Holidays.
• Medical, Dental, and Optical Coverage.
• Work‑from‑home after confirmation.
• Provided training.
• Supportive, collaborative, and multicultural work environment.
• Opportunities for promotion and internal career development.
• Team building activities, festive celebrations, and employee engagement programs.

Company Overview

Thrive Tech Solution is an established BPO company specializing in customer experience within the digital economy. We help our clients’ businesses by providing customized solutions for all scales, from global enterprises to start‑ups. Our services include Business‑to‑Business solutions, application services/software development, data center and design feedback, and network security. We strive to transform from an outsourcing company to a trusted business partner by focusing on improving customer experience, simplifying processes, and enhancing productivity.