Overview
Customer Relations Executive Jobs in Federal Territory of Kuala Lumpur, Malaysia at Ivory Task Holdings Sdn Bhd
Title: Customer Relations Executive
Company: Ivory Task Holdings Sdn Bhd
Location: Federal Territory of Kuala Lumpur, Malaysia
Company Description
Ivory Task Holdings Sdn Bhd, founded in 2023, is on a mission to revolutionise supplementary education through its advanced online platform, www.gnius.my. The company addresses key educational challenges like limited access to quality content and inclusivity by utilising advanced AI analytics and providing affordable, high-quality learning resources. The organisation aims to democratise education and make it accessible to all. At Ivory Task Holdings, you'll join a passionate team committed to reshaping the future of education in an innovative and collaborative environment.
Duties and Scope of Work;
a) Build and maintain strong relationships with schools, parents, and students (B2B and B2C) or any related parties, ensuring high levels of satisfaction and engagement.
b) Act as the primary point of contact for onboarding, support, and ongoing customer engagement across multiple communication channels.
c) Manage customer communications and enquiries across channels (e.g., WhatsApp, phone, email), including managing the official GNIUS phone, responding promptly, providing accurate information on products and subscriptions, and handling follow-ups.
d) Monitor platform usage and customer interactions to identify users with declining engagement or potential issues, and implement proactive outreach strategies to re-engage and support them.
e) Analyze user behavior and performance data to identify pain points, drop-off trends, and opportunities for improvement.
f) Collaborate with internal teams to propose and implement solutions that enhance user experience and customer satisfaction.
g) Support the execution of marketing initiatives and user engagement campaigns, including targeted communications, content support, and coordination of participation across both physical and online campaign activities.
h) Maintain proper documentation, customer records, and filing systems (both digital and physical) to ensure organized and efficient operations.
i) Perform administrative and operational duties, including scheduling meetings, coordinating appointments, handling documentation, and supporting daily internal coordination and activities.
j) Any other work, assignment, or role deemed necessary and appropriate by the Company or directly by the COO.
Qualifications
- Strong interpersonal skills and the ability to build lasting client relationships.
- Proven experience in customer support and a focus on achieving customer satisfaction.
- Analytical skills to identify and resolve customer-related challenges effectively.
- Proficiency in handling client relations and maintaining excellent communication.
- Ability to work collaboratively in a team environment and adapt to new challenges.
- Proficiency in relevant CRM tools, Microsoft Office, data analytics and IT technologies are required.
- Bachelor’s degree in Mass Communication, Business Administration, or a related field is preferred
- Fluency in English and additional languages spoken regionally is an advantage.
