Customer Success Executive
(Weekend & US Hours, Chinese Speaking)
Location: Kuala Lumpur (Remote)
Department: Customer Success
Role Overview:
We are seeking a proactive and customer-focused individual to join our Customer Success team. This role involves engaging with customers to understand their needs, provide tailored product recommendations, and ensure a seamless experience across all touchpoints. You will act as the customer’s advocate, resolve issues efficiently, and collaborate with internal teams to drive continuous improvement.
Key Responsibilities:
- Respond to pre-sales inquiries and convert leads into customers through clear communication and personalized recommendations.
- Assist customers by diagnosing issues, validating concerns, and delivering solutions aligned with company guidelines.
- Maintain up-to-date product knowledge and share customer feedback to influence product enhancements.
- Escalate complex issues to management or relevant teams promptly.
- Utilize tools such as Gorgias, Google Sheets, and Slack to manage customer interactions via chat and email.
- Support general administrative tasks and ad-hoc duties as assigned.
Requirements:
- Availability to work 5 days per week, including weekends (Saturday, Sunday, Monday) during US hours.
- Proven experience in pre-sales or sales support, ideally in eCommerce or direct-to-consumer environments.
- Strong communication skills in English; fluency in Cantonese and Mandarin is highly preferred.
- Sales-driven mindset with a focus on achieving conversion goals.
- High emotional intelligence and professionalism in handling challenging customer interactions.
- Familiarity with Amazon, TikTok, or messaging tools for sales and support is advantageous.
- Experience in eCommerce, health, wellness, or technology sectors is desirable.
- Ability to thrive in a fast-paced startup environment with a proactive and adaptable approach.