About the Role
Customer Success Specialist (CSS)는 고객의 요청에 응답하고, 고객의 문의 사항을 해결하며, 전화 및 이메일을 통해 접수된 질문에 대해 정확한 정보를 제공하는 직무입니다. 또한, 클라이언트사의 플랫폼, 온라인 채널 등을 이용하는 고객들과의 주요 소통을 책임지는 역할을 맡습니다. CSS는 클라이언트사가 추구하는 기업가치를 반영하며, 다음과 같은 핵심 가치를 실현해내는 역할을 맡습니다.
Responsibilities
- 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.
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) (reference).
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 center experience is not a must but would be a distinct advantage.
Required Skills
- Customer Service orientation.
- Customer Results/Solutions focused.
- 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.
Preferred Skills
- Minimum typing speed of 40wpm with a 90% accuracy score.
- Computer literate and fully conversant in Microsoft Windows and Microsoft Office.
