Customer Success Executive (HK) (Cantonese Speaker) – Info-Tech Systems Integrators

Info-Tech Systems Integrators

Kuala Lumpur

MYR 3500 - 4000

Info-Tech Systems Integrators

Technology-Software

Role Summary

The role involves supporting customers to maximize their use of the platform through regular check-ins, issue resolution, and feedback collection. It focuses on ensuring optimal platform adoption and improving the service based on customer insights.

Job Description

The role involves conducting strategic outreach and check-ins with customers based on usage data and milestone tracking to ensure optimal platform adoption. The person will use internal analytics to identify potential at-risk customers and implement targeted success plans. The position includes resolving customer complaints, coordinating internal resources, and acting as the voice of the customer. Additionally, the role requires collecting and synthesizing customer feedback into actionable product and service improvements, contributing to the development and maintenance of customer resources, and performing other duties as assigned.

Job Requirements

Candidate must possess at least a Diploma or Degree in any related field.

Minimum 2 years of proven experience in a Customer Success, Customer Experience, or Account Management role, preferably in a SaaS environment.

Fluency (verbal and written) in both Cantonese & English to effectively support our Hong Kong market.

Exceptional empathy and communication skills, with a focus on maintaining composure and a solution-oriented approach during high-pressure escalations.

Strong proficiency in using Microsoft Excel or Google Sheets (including VLOOKUP, Pivot Tables, and data cleansing) to quickly analyse customer health and usage patterns.

Strong critical thinking and problem-solving skills.

Able to remain calm & collected under pressure.

Fast learner and is able to adapt to steep learning curve.

Applicants must be willing to work in Q Sentral.