Job Description

About the Role

We're a branding and marketing agency looking for a Client Support Specialist who genuinely cares about clients — not just completing tasks. You'll be the person clients hear from first when something is happening, not the person they have to follow up with. You'll bridge the gap between our creative teams and our clients, making sure nothing falls through the cracks and every client feels heard, updated, and valued.

Key Responsibilities

• Manage the front desk — greet visitors, handle incoming calls, and ensure a welcoming first impression for all clients and guests
• Coordinate appointments, meeting room bookings, and visitor logistics
• Proactively update clients on project progress — before they have to ask
• Respond to client emails and calls promptly, with a target same-day response time
• Take ownership of client issues end-to-end — not just escalate and forget, but follow through until resolved
• Deeply understand each client's business, goals, and expectations so you can anticipate their needs
• Coordinate with internal creative, strategy, and production teams to keep deliverables on track
• Set clear expectations with clients on timelines, processes, and deliverables
• Prepare weekly status updates, call summaries, and progress reports for clients
• Flag risks early — if a deadline is at risk or a client seems unhappy, raise it before it becomes a problem
• Support client onboarding and build long-term relationships that go beyond transactional interactions

Job Requirements

YOU'RE A GREAT FIT IF YOU

• Have 1–3 years in a client-facing role — account executive, client servicing, customer success, or similar
• Are the type of person who follows up without being asked to
• Don't just pass problems along — you stay involved until they're solved
• Can communicate clearly and confidently with clients, even when delivering difficult updates
• Are organised enough to juggle multiple clients and projects without things slipping
• Have exposure to branding, marketing, or creative agency environments (a strong plus)
• Are fluent in English and Chinise; Bahasa Malaysia is a bonus
• Are comfortable using tools like Google Workspace and project management platforms (Asana, Trello, etc.)

THIS ROLE IS NOT FOR YOU IF YOU

• Prefer waiting for instructions before taking action
• Think client support means just replying to emails when asked
• Are uncomfortable with direct client communication or feedback

WHAT YOU'LL GET

• Exposure to diverse branding and marketing projects across industries
• A collaborative, creative work environment where your voice matters
• Mentorship and clear growth path within the agency
• Competitive salary and benefitls: Proficiency in MS Office (Excel, Word, Outlook) and familiarity with CRM systems is a plus.

Skills