Hong Bao Media Hiring! Full Time Customer Success Coordinator in Federal Territory - Ricebowl

Job Description: Customer Success Coordinator

Location: Kuala Lumpur

Department: Client Services

Report to: Managing Director 

Role Purpose

The Customer Success Coordinator plays a key role in ensuring the smooth day-to-day running of client engagements and internal operations. This role combines client support, coordination, reporting, and project execution to deliver high-quality service and support business growth.

Key Responsibilities

1. Client Services & Support

• Ensure timely and professional handling of client requests, quotation, proper data entry, accuracy, and system usage (eg Gallup portal and internal tracking system)
• Conduct daily client service checks and maintain accurate records
• Manage onboarding and follow-ups (eg Fast Track emails)
• Prepare and distribute Pre‑Workshop Notes (PWN)
• Respond to and resolve client queries via email, WhatsApp and Intercom

2. Business Development

• Reach out to new clients to arrange for platform walk-through
• Contact prospective clients to schedule a product/service walk-through
• Follow up with new leads with weekly update

3. Operations & Coordination

• Coordinate internal and external meetings, including preparation and follow-ups
• Track action items and ensure timely execution
• Liaise with team members, partners, and stakeholders to support delivery

4. Reporting & Documentation

• Prepare board decks, reports, and internal updates
• Maintain accurate documentation of workflows, client activities, and project progress
• Track and report key performance metrics

5. Events & Training Support

• Assist with planning and execution of webinars, workshops, and events
• Coordinate logistics, materials, and communications
• Support post-event follow-ups and reporting

6. Continuous Improvement

• Identify opportunities to improve operational efficiency and workflows
• Propose and support process improvements
• Stay updated on tools and best practices relevant to operations and client service

Key Requirements

• Diploma or Degree in Business, Communications, or related field
• 1–3 years’ experience in operations, client services, or project coordination
• Strong organisational and multitasking skills
• Excellent written and verbal communication skills
• High attention to detail and accuracy
• Proactive, resourceful, and solutions-oriented mindset
• Comfortable working with digital tools and platforms

Key Competencies

• Organisation & execution
• Communication & coordination
• Problem-solving
• Adaptability in a fast-paced environment

Success Measures

• Timely and accurate completion of daily operational tasks
• High client satisfaction and responsiveness
• Effective coordination across projects and teams
• Continuous improvement in workflows and processes