Customer Success Specialist Support Job at Airswift Sweden (Cyberjaya)

Customer Success Specialist Support

Airswift Sweden

Location:
Malaysia , Cyberjaya

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Customer Success Specialist Support (CSS) is empowered to manage customer experience and relationships across the end-to-end journey of our customers. This job sits under T&S Commercial Operations, forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. As a Customer Success Specialist Support, you will be accountable for a certain customer portfolio to take ownership, drive accountability, demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class customer experience and to ensure maximum customer-centricity. This role may focus on some or all the accountabilities below, depending on the respective business size and complexity.

Job Responsibility:

Customer Service: Order Management
Place, amend and cancel orders
Ensure the customer receive order confirmation
Process Returned Product
Run open, incomplete, duplicate, block orders and resolve issue
Check pricing between PO and GSAP and notify to AMs
Coordinate with stakeholder to have the full required information
Outbound calls for onboarding new customers, delivery follow-up, incident managements, follow-up documents, back orders and per request
Credit Management
Handle credit enquiries and coordinate with credit or Sales team
Credit Block Order Management
Dispute Management
Take ownership, initiated Disputes process
Close the loop with customer on case outcome
Documentation & Reporting Support
Provide copy documents
General Enquiries
Handle New Business
Handle a range of front-line Customer enquiries
Feedback and Issues
Take ownership, manage Customer complaints, feedback and compliments
Outbound calls to the customers to close the loop
System and application troubleshooting
Touchless Support and Setup
Support and proactively encourage touchless uptake
Act as first level support for system interface errors
Act as a touchless setup support
Onboarding new and existing customers to use Shell MarketHub
Master Data Processing: Master Data Set Up & Amend
Set up, amend and mass upload customer master data
Follow-up directly with customers and business counterparts
Maintain and update master data database
Keep all the records in Sharepoint
Set up Output condition
Create, amend and mass upload GSAP sales contract
Pricing Enquiries and maintenance
Maintain, set up, extend and mass upload end to end pricing data
Maintain list price change
Send out quotation or price notification
Keep all the record in Sharepoint
Rebate
Set up, amend rebates
Execute rebate accrual and settlement
Maintain rebate for product replacement
Running the rebate settlement / accrual report
Monitoring expiry rebate and send to stakeholder
Reporting Support
Support Invoice report
Support Work Instruction or Process Steps’ action
Supporting business
Answer enquiries
Support Ad-hoc requests
Support business projects and initiatives

Requirements:

Working proficiency in Cantonese and English
Strong Communication and Influencing skills
Previous experience in data Analytics & Insights and Digital environment
Demonstrated ability and commitment to build Customer Success
Knowledge of Customer Centric Design
A good understanding of Commercial & Economic Acumen and Value Chain methodology
The ability to lead and drive Continuous Values
Attention to details when dealing with Data Management and high focus on Compliance
Proven experience in Contract Management
Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base

Additional Information:

Job Posted:
March 13, 2026

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