Customer Support Associate | B2B

About The Employer:

We are Malaysia's leading Credit Reporting Agency (CRA), and we are aggressively expanding our business, and looking for dynamic, driven and motivated individuals to join our team. Our Direct-To-Consumer segment (D2C) is one of our fastest growing product areas in the market, with an abundance of expansion plans and innovative ideas on hand. 

Basic Salary : RM4000 - RM5500

80% travelling is required as candidate is expected to frequently visit clients

Job Responsibilities:

• Execute programs to identify and nurture customer advocacy.
• Leverage customer feedback and testimonials to drive business growth and brand loyalty.
  
• Lead efforts to minimize churn and maximize customer retention and renewals.
  
• Analyze and understand customer health metrics and implement proactive measures to address potential issues and mitigate risks.
  
• Execute, iterate, and improve customer engagement using the T-12 customer journey playbook.
  
• Foster long-term relationships and drive customer satisfaction.
• Proactively identify opportunities for upselling and cross-selling, collaborating with strategy and marketing teams to develop campaigns that drive customer stickiness and revenue uplift.
• Develop different approaches to drive ARPU uplift across Small-Medium-Large (S-M-L) customer segments.
  
• Build and maintain executive relationships with customers.
• Actively collaborate with customers, identifying their unique needs and challenges from both business and technical perspectives.
• Map customer needs back to solutions offered .
• Communicate and visualize customer requirements, feedback, or potential solutions leveraging existin0g offerings to provide unique solutions with the product development team.
• Track key performance indicators: Churn, Renewal Rate, Revenue Uplift, ARPU, and CSAT.
• Utilize Sales Performance Standard (SPS), SFDC, and dashboards for performance monitoring, management, and process improvement.
  
  Job Requirements:

• Minimum diploma or bachelors degree or equivalent qualification in any discipline.
  
• At least 6 months of working experience in customer servicing, sales, and marketing.
  
• Experience working with corporate and enterprise accounts with sales cycles is an advantage.
  
• Experience of 3 - 5 years managing customer retention (will be required to manage customers that wanted to terminate our services and experience in B2B (SME industries preferable).
  
• Those from financial services managing SME will be the ideal candidate.
  Excellent communication and presentation abilities in English and Bahasa Malaysia. Mandarin will be added advantage.
• Strong analytical, negotiation, and problem-solving skills.
  
• Commitment to customer satisfaction and a passion for driving customer success.
  
• Exceptional communication, interpersonal, and relationship-building skills.
  Ability to communicate complex concepts in a clear and understandable manner.
  
• Excellent written and verbal communication skills.
  
• Proficiency in MS Word, MS Excel, and PowerPoint.
  
• Understanding of how to leverage technology, especially data and AI, to improve speed to execution, speed to market, and customer delight through a digital journey.
  
• Self-motivated, proactive, and service-oriented.
  
• Exceptional problem-solving skills.
  
• Ability to work comfortably in a cross-functional setting and with senior business executives.
• Ability to remain calm and composed under stress and uncertainty, inspiring the same in the team.

Apply now or contact the below to know more:

WhatsApp/Telegram : 011-11968783

Email: weldina.v@j-recruit.com