Job Description

Job summary

We are looking for a proactive and empathetic Customer Relationship Executive to join our team and elevate the experience of our students and clients. As a key liaison between our training programs and our customers, you will play a vital role in nurturing relationships, resolving inquiries, and driving customer satisfaction and loyalty.

This role blends communication, data management, and customer care initiatives—from festive greetings to feedback follow-ups. You’ll collaborate closely with Sales, Marketing, and Customer Service teams to enhance engagement, retention, and conversion outcomes.

Job Description & Responsibilities

• Build and maintain strong customer relationships to enhance satisfaction and loyalty
• Handle daily customer communication and issue resolution, ensuring timely responses to customer needs
• Conduct regular follow-ups with clients/students, gather feedback, and propose improvement actions
• Assist in planning and executing customer care activities (e.g., festive greetings, birthday wishes, follow-up calls)
• Manage and update customer database, ensuring accuracy and completeness of information
• Analyze customer data to support retention strategies and upsell/resell opportunities
• Collaborate with Sales, Customer Service, and Marketing teams to improve customer experience and conversion rates
  

职位描述及职责（Job Description & Responsibilities）

• 建立并维护良好的客户关系，提升客户满意度与忠诚度
• 负责客户日常沟通与问题解决，确保客户需求得到及时回应
• 定期跟进学员/客户，收集反馈并提出改进建议
• 协助策划与执行客户关怀活动（如节日问候、生日祝福、回访）
• 管理与更新客户资料库，确保信息准确与完整
• 分析客户数据，协助制定客户保留与再销售（Upsell/Resell）策略
• 与销售、客服、市场部门配合，提升客户体验与成交率

Job Requirements

Working Experience, Potential and Ability

• 1–3 years of working experience in customer service (fresh graduates with strong skills will be considered).
• Experience in customer service, client relationship management, or sales support preferred
• Strong interpersonal and communication skills to maintain customer trust
• Good customer insight and problem-solving ability
• Good communication skills in English, Bahasa Malaysia, and Mandarin (read & write) to handle documents and communication when needed
• Proactive, attentive, and capable of building rapport with diverse customers
• High sense of responsibility for customer satisfaction and long-term cooperation

Required Qualifications & Professional Knowledge

• Minimum SPM qualification (Diploma/Degree preferred)
• Proficient in Excel, Google Sheets, and CRM systems (experience preferred)
• Familiar with WhatsApp, social media, and other customer communication tools
• Strong time management skills and ability to work under pressure
• Team player with the ability to work independently when required

工作经验、潜力和能力（Working Experience, Potential and Ability）

• 有客户服务、客户关系或销售支持相关经验优先
• 良好的人际沟通与关系维护能力
• 具备敏锐的客户洞察力与问题解决能力
• 具备良好的英语、马来语及中文（读写）沟通能力，能在需要时处理文件及沟通事务
• 积极主动，善于倾听，能与不同类型客户建立信任
• 对客户满意度与长期合作有高度责任感

必备条件 & 专业知识（Required Qualifications & Professional Knowledge）

• 学历要求：SPM 以上（Diploma/学位更佳）
• 熟练使用 Excel、Google Sheets 及 CRM 系统（有经验者优先）
• 熟悉 WhatsApp、社交媒体等客户沟通工具
• 具备良好的时间管理与抗压能力
• 拥有团队合作精神，同时能独立完成工作

Skills