Customer Relations Executive

Emerhub is a business solutions provider that helps companies set up operations in emerging markets like Indonesia, Vietnam, the Philippines, and Malaysia. We provide services in company incorporation, business licensing, recruitment, tax compliance, and market entry strategies.

Position Overview:
We are seeking a dynamic and customer-oriented Customer Relation Executive to join our team. This role will be responsible for ensuring exceptional customer experiences by providing high-quality service and support to both potential and existing clients. You will be the main point of contact for clients and play a key role in strengthening relationships and maintaining customer satisfaction.

Key Responsibilities:

• Serve as the main point of contact for client inquiries, providing timely and effective solutions to their concerns and queries.
• Build and maintain strong relationships with clients to ensure satisfaction and long-term retention.
• Assist with onboarding new clients and ensuring they receive excellent service from day one.
• Assign yourself to clients' projects and manage them efficiently to ensure smooth service delivery.
• Communicate with clients at all times, providing regular updates and addressing any concerns promptly.
• Submit applications for clients by adhering to Emerhub's Standard Operating Procedures (SOPs) and using Emerhub's internal tools.
• Follow up with government institutions on clients' projects to ensure progress and resolve any issues.
• Upsell Emerhub products and services throughout the course of managing your clients, identifying opportunities for additional value.
• Monitor client satisfaction levels through surveys and feedback channels, suggesting improvements based on findings.
• Collaborate with internal teams to resolve client issues and ensure smooth delivery of services.
• Prepare and follow up on reports related to customer satisfaction, concerns, and service delivery metrics.
• Support sales and marketing efforts by identifying opportunities for upselling and cross-selling services.
• Assist in organizing events, webinars, and client meetings to strengthen relationships and promote new services.
• Perform other duties as required in your role to ensure effective service delivery and customer success.

Required Qualifications:

• Proven experience in a customer service or client relations role, preferably in a corporate environment.
• Strong communication skills in both written and spoken English and Malay.
• Excellent interpersonal skills with the ability to build rapport and handle customer inquiries effectively.
• Problem-solving skills and a proactive attitude towards resolving issues.
• Strong organizational skills and attention to detail.
• Ability to work independently as well as part of a team.
• Familiarity with CRM software is a plus.

Key Competencies:

• Customer-focused mindset with the ability to manage and exceed client expectations.
• Strong interpersonal and communication skills.
• Problem-solving abilities and conflict resolution skills.
• Adaptability and flexibility in a fast-paced environment.
• Collaborative spirit and team-oriented approach.