About the Role
Customer Success Specialist (CSS) , , . , , . CSS , .
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.
