Responsibilities

Overview of CSS Role:

(May perform other duties as requested that may not be specifically addressed in this document)

* CSS represents the brand, the culture, and the values of the client

* Your attitude and how you behave will determine how our client is perceived by its customers

* It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times

* Customer concerns must be handled positively and professionally

* Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers

Responsibilities

Provide excellent customer service through phone, email, chat, or other communication channels.
Assist customers with their enquiries, requests, and concerns in a professional and timely manner.
Understand customer needs and provide accurate information and suitable solutions.
Handle customer complaints and resolve issues with a positive, empathetic, and professional approach.
Maintain a high level of customer satisfaction and ensure a positive customer experience.
Accurately update customer information, records, and case details in the relevant systems.
Escalate complex or unresolved issues to the appropriate team when required.
Follow company policies, procedures, and customer service guidelines.
Meet individual and team performance targets, including quality, productivity, and customer satisfaction.
Stay updated on products, services, processes, and systems through continuous learning.
Perform other duties as assigned by the management.

Requirements

Diploma, Bachelor's Degree, or equivalent qualification in any discipline.
Fresh graduates are encouraged to apply.
Minimum 6 months of customer service experience is preferred; candidates from other industries are welcome to apply.
Strong English communication skills in speaking, reading, writing, and listening.
Excellent communication, active listening, problem-solving, and interpersonal skills.
Positive attitude with the ability to remain calm, patient, empathetic, and professional when handling customers.
Good attention to detail and ability to multitask in a fast-paced environment.
Minimum typing speed of 40 WPM with at least 90% accuracy.
Basic knowledge of Microsoft Office and Windows.
Comfortable working with customer service platforms, CRM systems, and other digital tools.
Willingness to work in a fast-paced customer service environment and rotational shifts, where required.

Customer Service Expert -English -Penang