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 accountability
- Quality and Passion for Excellence: Maintaining a mindset focused on achieving the highest standards and best possible outcomes
Through various communication channels, the CSS delivers and embodies the client company's unique corporate values.
Responsibilities
- Represent the client company's corporate culture, values, and brand
- Understand how the CSS's attitude and behavior influence customer perception of the client company
- Maintain a positive, empathetic, and professional approach when interacting with customers
- Receive and resolve customer issues or complaints with a positive and professional mindset
- Act as a customer advocate by identifying issues, reporting improvement areas, and communicating proactively within the organization
- Support customers in placing online orders
- Provide timely support to customers via phone and email
- Safely handle and protect customer personal information and financial payment data
- Deliver proactive customer support to prevent declines in brand value and customer loyalty
- Escalate high-priority issues through appropriate channels when required
- Collaborate effectively with team members to improve workflows and continuously enhance the customer support experience
- Share suggestions and recommendations to maintain and improve service quality
- Participate in training and continuous learning to keep knowledge and skills up to date
- Meet key performance indicators (KPIs) set by the company and client
- Comply with company and client policies and procedures
Qualifications
- Bachelor's degree, Diploma, or an equivalent qualification
- Required: English proficiency at CEFR B2 level or above (reading, writing, speaking, and listening) (Reference: https://www.coe.int/en/web/common-european-framework-reference-languages/level-descriptions)
Required Skills
- Minimum 6 months of experience in customer service or customer support
- Preferred majors include English Language & Literature, Mass Communication, or related fields (open to fresh graduates)
- Call center experience is not mandatory, but considered an advantage
Preferred Skills
- Strong customer-service-oriented mindset
- Ability to understand and manage customer needs and issues
- Active listening and problem-solving skills
- Ability to handle customer inquiries and complaints professionally
- Passion for effective communication and collaboration with customers and internal teams
- Ability to accept feedback and perform effectively in a fast-paced, changing environment
- Positive attitude and strong desire for self-development and continuous improvement
- High level of empathy and the ability to remain calm when dealing with stressed or dissatisfied customers
- Strong logical thinking and analytical skills
- Ability to demonstrate critical thinking and composed communication in challenging situations
- Must be able to communicate fluently in the required working language (mandatory: speaking, reading, writing)
