About the Role
The Customer Success Specialist (CSS) will handle customer enquiries, resolve issues, and ensure a seamless customer experience through inbound phone and email support.
Responsibilities
- Support customers in placing online orders.
- Provide timely assistance to customers through available communication channels (inbound calls and email).
- Process payments and confidential customer information accurately while safeguarding personal and financial data at all times.
- Proactively support customers to mitigate risks related to brand reputation and customer loyalty.
- Identify and escalate priority issues through appropriate channels when necessary.
- Collaborate with team members to improve processes and enhance the customer support experience.
- Maintain and improve service quality by sharing suggestions and recommendations.
- Keep skills and job knowledge up to date through training and continuous learning.
- Meet all key performance indicators (KPIs) set by the company and the client.
- Adhere to company and client policies and procedures.
Qualifications
Education:
- Bachelor's Degree or Diploma (or equivalent) in any discipline.
- Must have B2-level English proficiency (reading, writing, speaking, and listening).
Work Experience:
- Minimum 6 months of customer support experience in any industry.
- Fresh graduates are welcome, especially those with degrees in English with Communication, English for Professionals, Mass Communication, or related fields.
- Call center experience is not required but is an advantage.
Required Skills
- Strong customer service orientation.
- Customer-focused with a solution-driven mindset.
- Ability to manage customer expectations effectively.
- Active listening skills.
- Ability to manage queries and objections professionally.
- Passion for communication and interacting with people.
- Openness to continuous feedback and ability to work in a fast-paced environment.
- Positive attitude and willingness to learn and go the extra mile.
- High emotional intelligence and ability to remain calm under pressure.
- Strong reasoning, analytical, and critical-thinking skills.
- Proactive, composed communication style in challenging situations.
- Must be able to speak, read, and write Mandarin to support Mandarin-speaking customers.
Preferred Skills
- Minimum typing speed of 40 wpm with 90% accuracy.
- Computer literate; proficient in Microsoft Windows and Microsoft Office.
Pay Range
