Customer Success Specialist - English - KL

About the Company

The Customer Success Specialist (CSS) will be responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound phone call and email channels. The CSS will be the primary contact for customers using the client's website shopping channel. The CSS lives the values of our client which are

• :
  Responsibility: The CSS represents the client and is the face of the brand to the outside worl
• d.Quality and a Passion for Excellence: We always want to shoot for the best possible resul

t.
The CSS is expected to project a professional company image through various communication channe

ls.
About the

Role
The CSS will be the primary contact for customers using the client's website shopping channel, responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound phone call and email chan

nels.
Responsibi

• lities
  Support customers to place online orders with the
• client.Provide timely support to customers through available communication channels (inbound phone calls and
• email).Process payments and confidential client information in a manner that is precise and safeguards the customer's personal and financial payment data at all
• times.Proactively support customers to mitigate the risk of damage to the client's brand and customer l
• oyalty.Identify and escalate priority issues through appropriate channels as and when nec
• essary.Work harmoniously with other team members to identify better ways of working and promote a culture of continuously improving the customer support expe
• rience.Maintain and improve quality of service by sharing suggestions and recommend
• ations.Keep job knowledge and skills up to date by attending training and continuously le
• arning.Meet all key performance indicators set by the company and
• client.Adhere to the policies and procedures set by the company and

client.
Qualif

ications
Education ba

• ckground:
  Bachelor's Degree or at least Diploma or equivalent in any d
• iscipline.Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehens

ion) link.
Work

• experience:
  Minimum of 6 months work experience in customer support in a
• ny industry.Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any re
• lated field.Call center experience is not a must but would be a distinc

t advantage.
Re

• quired Skills
  Customer Servic
• e orientation.Customer Results/Solu
• tions focused.Customer Expectatio
• ns Management.Active Lis
• tening Skills.Ability to handle queries and objections in a profes
• sional manner.Passionate about communication and interacting with people is key to success
• in this role.Able to receive continuous feedback and work in a fast-paced workin
• g environment.Positive attitude and willingness to learn and go the extra mile for sel
• f-improvement.Emotional intelligence and ability to stay calm when customers are stress
• ed or annoyed.Good reasoning and anal
• ytical skills.Able to demonstrate critical thinking, a proactive attitude, and composed communication in challengi
• ng situations.Must be able to speak, read and write the required langua

ge to support.
P

• referred Skills
  Minimum typing speed of 40wpm with a 90%
• accuracy score.Computer literate and fully conversant in Microsoft Windows and M