Knit EOR Services M SDN BHD Hiring! Work from Home Customer Experience Specialist in Federal Territory, Earn up to MYR 6,000 - Ricebowl

Founded in 2015, Knit People is a global leader in business administration services, specializing in global entity management, corporate secretarial services, and comprehensive payroll and HR administrative support. With a mission to empower businesses by ensuring compliance across borders and supporting their global growth, we help companies streamline their operations while adapting to ever-changing regulatory landscapes. We currently support businesses across 40 countries and have offices in Canada, China, and the Philippines.

We are seeking a meticulous and detail-oriented Bilingual Customer Experience Specialist (Mandarin & English) to join our fast-growing team in the Asia-Pacific region. As our future team member, you will support our clients and internal sales teams on overseas employment (EOR), international payroll, and country-specific labour regulations. This role involves end-to-end client lifecycle management, project coordination, and continuous process improvement across multi-country HR solutions.

Please note that this position is currently remote but will transition to an in-office role in our Kuala Lumpur office.

Key Responsibilities:

Client Onboarding & Implementation

• Lead and coordinate end-to-end onboarding of new clients for EOR and payroll services.
• Conduct onboarding calls, gather client requirements, and align service scope with operational teams.
• Ensure timely and accurate implementation according to agreed timelines and compliance requirements.
• Act as the primary point of contact during the onboarding phase.

Client Lifecycle & Relationship Management

• Manage assigned client portfolio and maintain strong, long-term client relationships.
• Proactively engage clients to understand business needs and identify opportunities for service optimisation.
• Monitor client satisfaction and address concerns before escalation.
• Drive client retention and lifecycle value enhancement.

KPI & Performance Accountability

• Own and achieve KPIs related to onboarding timelines, client satisfaction, retention rate, and service quality.
• Support revenue retention and identify upselling or cross-selling opportunities where appropriate.
• Track portfolio performance and provide periodic reporting to management.

Project & Cross-Functional Coordination

• Coordinate with payroll, HR operations, compliance, and finance teams to ensure smooth service delivery.
• Manage risks, changes, and operational issues during project implementation.
• Ensure services are delivered in accordance with applicable labour laws and regulatory requirements.

Process Improvement & Knowledge Sharing

• Collect client feedback and propose process improvements.
• Contribute to the standardisation and optimisation of CX workflows.

Additional Duties

• Perform additional duties as may be reasonably assigned to support business, compliance, and operational objectives, consistent with the nature of the role and applicable labour laws.

Qualifications

• Proficient in both spoken and written Mandarin and English, with excellent communication and interpersonal skills to engage with diverse teams across China, Malaysia, Philippines, and Indonesia.
• 3-5 years of experience in HR professional services, client management, consulting, or internal international HR roles.
• Prior exposure to EOR and/or international payroll projects is highly preferred.
• Strong knowledge of labor laws and statutory compliance requirements in Singapore (CPF, Employment Act), Malaysia (EPF, SOCSO, EIS), Philippines (SSS, PhilHealth, Pag-IBIG), and Indonesia (BPJS, Manpower Act).
• Proficient in AI generative chatbots, online research tools, and Microsoft Office (Excel, Word, PowerPoint).
• Well-organised, adaptable, proactive, and able to work effectively in a fast-paced and high-pressure environment.
• Exceptional organizational skills, attention to detail, and the ability to multitask in a fast-paced, multi-country environment.
• Bachelor’s degree in Human Resources, Business Administration, or a related field is strongly preferred; professional certifications (e.g., MIHRM, SHRM) are a plus.

Job Type: Full-time

Pay: RM4,000.00 - RM6,000.00 per month

Benefits:

• Additional leave
• Dental insurance
• Flexible schedule
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development
• Vision insurance
• Work from home

Application Question(s):

• Is there anything else you would like us to know about you?
• The position will begin remotely and transition to a full-time, 5-day in-office role at our Kuala Lumpur office. Are you open to working in the office once the transition takes place?

Education:

• Bachelor's (Required)

Language:

• English (Required)
• Mandarin (Required)

Work Location: Hybrid remote in Kuala Lumpur