Customer Success Specialist - English - Penang

Overview

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: -

1. Responsibility: The CSS represents the client and is the face of the brand to the outside world.

2. Quality and a Passion for Excellence: We always want to shoot for the best possible result.

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

Qualifications

Education background:

Bachelor's Degree or at least Diploma or equivalent in any discipline.

Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension) https://www.coe.int/en/web/common-european-framework-reference-languages/level-descriptions

Work experience:

Minimum of 6 months work experience in customer support in any industry.

Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field

Call centre experience is not a must but would be a distinct advantage.

Required Interpersonal Skills:

Customer Service orientation

Customer Results/Solutions focussed

Customer Expectations Management

Active Listening Skills

Ability to handle queries and objections in a professional 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 working environment

Positive attitude and willingness to learn and go the extra mile for self-improvement

Emotional intelligence and ability to stay calm when customers are stressed or annoyed

Good reasoning and analytical skills

Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations

Must be able to speak, read and write the required language to support

Technical Skills:

Minimum typing speed of 40wpm with a 90% accuracy score.

Computer literate and fully conversant in Microsoft Windows and Microsoft Office

Responsibilities

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

Overview of CSS Role:

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 and Accountabilities

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 loyalty

Identify and escalate priority issues through appropriate channels as and when necessary

Work harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience

Maintain and improves quality of service by sharing suggestions and recommendations

Keep job knowledge and skills up to date by attending training and continuously learning

Meet all key performance indicators set by the company and client

Adhere to the policies and procedures set by the company and client