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Customer Engagement Specialist
Full-time
About the role
We're looking for a proactive, customer focused Customer Engagement Specialist to join our team in Kuala Lumpur.
Our KL team supports a growing international portfolio of connected smart home products and brands. Right now, that means AirTouch and Polyaire - including third party integrations, across their Australian and New Zealand businesses.
Air conditioning was just the beginning. Today AirTouch is a smart home platform: lighting, sensors, power, security through AirTouch Secure, and home control through AirTouch Home. More is coming, in more markets.
That's the interesting part of this job. You're not answering the same question about the same box for the next three years. The product keeps growing and so does what you know.
We use AI heavily in this team. It drafts replies, summarizes calls, and handles the simple questions on its own. That means the work that reaches you is the work that needs a person. You'll also be the one checking what the AI produces and teaching it to do better, so being comfortable working alongside these tools matters here.
You'll be the voice people hear when they need help. Installers calling from a job site, and households calling about the system in their home. You'll take their questions on the phone, get them to an answer, and make sure the experience is a good one.
This is an end-to-end customer engagement role. It is good that you enjoy engaging with people regularly and often.
Help people
Answer inbound calls and messages from installers and households in Australia.
Support the full product range. Air conditioning control, smart home devices, security, and the app that ties it together.
Work out what's actually going on, not just what was asked. Ask the right questions, find the root cause, decide the next step.
Resolve the issue where you can. Escalate cleanly when you can't, with the full picture attached.
Walk people through setup, connecting devices, and getting confident with the app.
Work with AI tools as part of your day. Review what they draft, correct what they get wrong, train it, and take over when a customer needs a person.
Stay calm and useful when someone is frustrated or the answer isn't obvious.
Hand over well
Log every interaction in HubSpot so the next person picking it up has what they need.
Follow the team's workflows through HubSpot and AWS.
Spot the questions that keep coming up, and help turn them into help articles the team, product development and customers can use.
Grow with the product and the tools
Learn each new product and feature as it ships and be ready for the calls it brings.
Learn the AI tools we use and get good at getting the best out of them.
Write and improve the knowledge the AI draws on, so it answers better next time.
Feed what you hear from customers back to the team. You're closest to it.
Meet the standard
Hit targets for response time, resolution, and customer satisfaction.
Take part in training and regular coaching. Everyone here gets it, all the time.
Must have
One year or more in customer service or support. Phone, chat, and text-based experience is ideal.
Clear, confident spoken and written English.
Comfortable working in a Call-Centre like environment, supporting customers in another country.
Comfortable with apps, Wi-Fi, and connected devices. You can talk someone through a setup without losing them.
Comfortable using AI tools in your work and interested in getting better at it. You don't need experience with any specific tool. You do need to be someone who leans in rather than avoids.
Sound judgement under pressure. You think before you answer and you don't guess.
Hands on with a CRM. HubSpot is a plus, any equivalent is fine.
Genuine curiosity about technology. This product changes often and you'll need to keep up.
Great to have
Experience supporting smart home, IoT, or connected devices.
Hands on experience with AI assistants or chatbots in a support setting, either using them or improving them.
A background in technical products, like air conditioning, electrical, or security.
Some feel for Australian customers and how they communicate.
Comfort with numbers and using data to make a call.
No smart home or air conditioning background? That's fine. We train you on the product, and we keep training you as it grows. What we can't train is judgement and the will to help someone.
Why join us
Support a real connected home platform, on real products. Not a script.
Real AI in the workflow, not a pilot. You'll learn tools most support teams haven't touched yet.
The product range keeps expanding, so what you know expands with it.
A growing portfolio means new brands, new markets, and more scope over time.
Full product training from day one, and ongoing training on every release.
Structured coaching, and a clear path as the team and the portfolio grow.
