全职 Customer Success Executive 工作, 薪水, Luma International (MyRuma) Selangor 公司招聘中 - Ricebowl

About the role

We are seeking a persuasive, results-driven Customer Success Executive whose primary responsibility is to convert homeowner enquiries into myRuma customers. You will engage homeowners, understand their renovation needs, clearly communicate myRuma's value, address concerns, and confidently guide them towards using our services. From the initial enquiry through successful conversion, you will follow up proactively, build trust, and ensure each homeowner receives a smooth and positive experience. You will also coordinate with Service Partners—including interior designer to ensure homeowners are supported throughout their journey.

Key responsibilities

• Manage incoming homeowner enquiries through phone, email, chat, walk in and other approved communication channels

• Build rapport with homeowners, understand their renovation needs, and establish trust in myRuma's platform and services

• Conduct structured KYC and project qualification assessments covering renovation requirements, property details, budget, timeline, decision-making readiness, and other relevant information

• Clearly present myRuma's value proposition, platform benefits, service process, and available solutions

• Address homeowners' questions, concerns, and objections confidently and professionally

• Proactively follow up with homeowners and maintain engagement throughout the decision-making process

• Convert homeowner enquiries into qualified project opportunities and ultimately convert to myRuma customers

• Maintain ownership of the homeowner journey from initial enquiry through conversion and successful engagement with a Service Partner

• Achieve assigned homeowner engagement, lead qualification, follow-up, and conversion targets

• Ensure homeowners and Service Partners receive clear and timely information before and after each engagement

About you

• Diploma or Bachelor's Degree in Business Administration, Communications, Design or related field

• 1-3 years of experience in Customer Service, preferably in home improvement, design, or tech platforms

• Basic understanding of renovation, interior design, or contractor workflow is an advantage

• Strong communication and interpersonal skills, both written and verbal

• Proficiency in English, Bahasa Malaysia and Mandarin in both written and verbal. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.

• Proficiency in basic office tools (e.g. Microsoft Office)

• Able to work on weekend duties for events, roadshows, or partner engagements

• Problem-solving mindset with patience and empathy in handling customers

• Ability to work independently and collaboratively in a fast-paced environment

• Willingness to travel out of office to meet homeowners, Service Partners, and other stakeholders for business relevant activities