Client Services Executive (Associate/Senior) - Bukit Damansara

Key Responsibilities

1. Client Onboarding Support
• Assist BD Managers in completing onboarding documentation, KYC checks, and account setup.
• Coordinate with corporate secretarial, accounting, payroll, and tax teams to ensure timely onboarding.
• Maintain onboarding trackers and CRM updates.
• Support clients with orientation on service milestones and expectations.

2. Service Delivery Coordination
• Track deliverables against SLAs and follow up with internal teams.
• Escalate potential delays to the Client
• Prepare monthly service progress summaries.
• Ensure documentation and client records remain updated.

3. Client Communication and Feedback
• Serve as a point of contact for operational updates and basic queries.
• Conduct satisfaction check-ins after onboarding or major deliverables.
• Log and escalate client issues for resolution.
• Track all feedback in CRM or feedback management systems.

4. Voice of Customer (VoC) Support
• Distribute and compile NPS/CSAT surveys.
• Consolidate feedback, testimonials, and escalation logs.
• Coordinate with Marketing for testimonials and case studies.
• Prepare quarterly VoC summary reports.

5. Cross-Selling Awareness (Supportive Role)
• Identify potential service needs and flag opportunities to BD.
• Attend product training sessions to understand service offerings.
• Track bundled service areas relevant to clients.

Key Performance Indicators (KPIs)
• Client Satisfaction: CSAT/NPS scores
• Service Delivery: SLA fulfilment rate, onboarding completion rate
• Responsiveness: Average client response time
• Retention Support: Client retention rate
• VoC: Survey completion rate and insights logged
• Cross-Sell Referrals: Number of qualified opportunities flagged

Qualifications/Requirements:
• Degree in Business, Management, Communications or related fields.
• 2–3 years of experience in client servicing, account coordination, or customer success.
• Strong attention to detail and communication skills.
• Proficiency in English (written and spoken)
• Proactive, dependable, and eager to grow professionally.