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Customer Success Specialist

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia StaffAny Private Limited Full time
About StaffAny
StaffAny's mission is to shape and empower the future of work. As the Customer Support Executive, you will help our clients achieve product value and customer satisfaction by being the first point of contact and ensuring that queries are resolved promptly, across our different support channels

About the role

This role is uniquely different from other customer support roles as there is a huge emphasis on driving product success with metrics like adoption, on top of the client-facing customer support responsibilities.

You will also have a direct line to the product team to drive product decisions from the feedback collected. You will also have opportunities to shape internal support processes (including potentially the use of AI automation).

; Requirements:

  • You Are
  • Highly proficient in writing and speaking in English.
  • Highly proficient in writing and speaking Mandarin / Chinese.
  • Highly proficient in writing and speaking in Bahasa Melayu.
  • Ability to demonstrate diplomacy, empathy, and problemsolving skills while working through tough customer issues.
  • Able to work on rotating shifts.
  • Bonus if you are proficient in Office/Gsuite.
  • Bonus if have prior experience with customer service/support.
Fresh graduates are welcome to apply

You Will Find Yourself

  • Assist in the setup of our customers, which might involve some basic excel skills.
  • Iterating on our external help articles and internal support SOPs.
  • Help to drive customer success to get the outcomes through the entire life cycle to ensure adoption, growth, and renewal.
  • Cross collaborating with multiple departments (from sales, to product, to engineering) to best set our customers up for success.
  • Act as the voice of our customers (VOC), conveying needs and issues internally across departments.
  • Document customer interactions and success stories, and make them referenceable.
How the department's success is being measured

  • Time to first response
  • Time to resolution
  • CSAT score