Customer Success Specialist - English - Penang

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

s.
About the R

ole
The CSS will be the primary contact for customers using the client's website shopping chan

nel.
Responsibil

• ities
  Support customers to place online orders with the c
• lient.Provide timely support to customers through available communication channels (inbound phone calls and e
• mail).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 lo
• yalty.Identify and escalate priority issues through appropriate channels as and when nece
• ssary.Work harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support exper
• ience.Maintain and improves quality of service by sharing suggestions and recommenda
• tions.Keep job knowledge and skills up to date by attending training and continuously lea
• rning.Meet all key performance indicators set by the company and c
• lient.Adhere to the policies and procedures set by the company and c

lient.
Qualifi

• cations
  Education background: Bachelor's Degree or at least Diploma or equivalent in any dis
• cipline.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-desc
• riptionsWork 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 ad

vantage.
Requir

• ed Skills
  Customer Service or
• ientation.Customer Results/Solution
• s focused.Customer Expectations M
• anagement.Active Listeni
• ng Skills.Ability to handle queries and objections in a profession
• al 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 en
• vironment.Positive attitude and willingness to learn and go the extra mile for self-im
• provement.Emotional intelligence and ability to stay calm when customers are stressed o
• r annoyed.Good reasoning and analytic
• al skills.Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging s
• ituations.Must be able to speak, read and write the required language t

o support.
Prefe

• rred Skills
  Minimum typing speed of 40wpm with a 90% acc
• uracy score.Computer literate and fully conversant in Microsoft Windows and Micro