Entitlement Representative

Location: Hybrid in Bayan Lepas, Pulau Pinang (Penang), Malaysia; rotational shifts supporting customers across APAC, EMEA, and US time zones.

Company

hirify.global provides Life Sciences and Healthcare products supported by subscription, customer access, and entitlement operations.

What you will do

• Manage end-to-end entitlement activities, including customer onboarding, subscription setup and maintenance, access provisioning, order validation, fulfilment, and case resolution.
• Support correct and complete customer access to web products and ensure contract or trial information is accurate using Salesforce, email, sales, and internal sources.
• Provide ongoing support for customer account changes and amendments, resolve incoming queries, and send required welcome emails.
• Collaborate with Sales, Customer Care, Product Management, Account Managers, and other cross-functional teams to deliver a seamless customer experience and meet service-level commitments.
• Participate in staff, global support, and corporate meetings and report on activities when requested.
• Identify process efficiencies, contribute to SOP development and quality programs, and follow audit and compliance controls.

Requirements

• Fresher or up to 2 years of experience in Customer Service, Customer Support, Operations, Account Management, or another client-facing role.
• Bachelor’s degree in any discipline; graduates from Business, Commerce, Science, Management, or related fields are encouraged to apply.
• Ability to take ownership, drive tasks to completion, and deliver high-quality work with minimal supervision.
• Strong organizational and time management skills, with the ability to work in a fast-paced and dynamic environment.
• Initiative, accountability, continuous improvement mindset, and commitment to delivering an exceptional customer experience.
• Ability to work independently and collaboratively while producing accurate deliverables that require little rework.

Nice to have

• Experience interacting with corporate clients, customers, or internal stakeholders.
• Exposure to Salesforce, CRM tools, case management systems, or ticketing platforms.
• Excellent verbal and written communication skills and a strong customer service mindset.
• Strong analytical, problem-solving, prioritization, and attention-to-detail skills.
• Ability to learn new systems, tools, and processes quickly.
• Adaptability to rotational shifts supporting global customers.
• Proficiency in Microsoft Office, particularly Outlook, Excel, and Teams.

Culture & Benefits

• Hybrid work mode in Bayan Lepas, Penang.
• Rotational shifts aligned with customer needs across APAC, EMEA, and US regions.
• Collaborative team supporting global customers across multiple regions.
• Opportunities to contribute to operational excellence, compliance, quality, and process improvement initiatives.
• Equal employment opportunities and compliance with applicable non-discrimination laws.