Job Overview
The Customer Success Specialist (CSS) is responsible for responding to customer requests, resolving customer inquiries, and providing accurate information via phone and email. The role also serves as a primary point of contact for customers using the client company's platform and online channels. The CSS represents the client company and reflects its corporate values, fulfilling the following core principles
- :
Responsibility: Acting as a representative of the client company and serving as the face of the brand with a strong sense of accountabili - tyQuality and Passion for Excellence: Maintaining a mindset focused on achieving the highest standards and best possible outcom
es
Through various communication channels, the CSS delivers and embodies the client company's unique corporate valu
es.
Responsibili
- ties
Represent the client company's corporate culture, values, and - brandUnderstand how the CSS's attitude and behavior influence customer perception of the client co
- mpanyMaintain a positive, empathetic, and professional approach when interacting with cust
- omersReceive and resolve customer issues or complaints with a positive and professional mi
- ndsetAct as a customer advocate by identifying issues, reporting improvement areas, and communicating proactively within the organiz
- ationSupport customers in placing online o
- rdersProvide timely support to customers via phone and
- emailSafely handle and protect customer personal information and financial payment
- dataDeliver proactive customer support to prevent declines in brand value and customer lo
- yaltyEscalate high-priority issues through appropriate channels when req
- uiredCollaborate effectively with team members to improve workflows and continuously enhance the customer support exper
- ienceShare suggestions and recommendations to maintain and improve service qu
- alityParticipate in training and continuous learning to keep knowledge and skills up to
- dateMeet key performance indicators (KPIs) set by the company and c
- lientComply with company and client policies and proce
dures
Qualific
- ations
Bachelor's degree, Diploma, or an equivalent qualif - icationRequired: English proficiency at CEFR B2 level or above (reading, writing, speaking, and lis
tening)
Require
- d Skills
Minimum 6 months of experience in customer service or custome - r supportPreferred majors include English Language & Literature, Mass Communication, or related fields (open to fresh g
- raduates)Call center experience is not mandatory, but considered an
advantage
Prefer
- red Skills
Strong customer-service-orien - ted mindsetAbility to understand and manage customer needs
- and issuesActive listening and problem-sol
- ving skillsAbility to handle customer inquiries and complaints pro
- fessionallyPassion for effective communication and collaboration with customers and int
- ernal teamsAbility to accept feedback and perform effectively in a fast-paced, changing
- environmentPositive attitude and strong desire for self-development and continuous
- improvementHigh level of empathy and the ability to remain calm when dealing with stressed or dissatisfie
- d customersStrong logical thinking and analyt
- ical skillsAbility to demonstrate critical thinking and composed communication in challenging
- situationsMust be able to communicate fluently in the required working language (mandatory: speaking, readin
g, writing)
