Customer Success Specialist in a Top Bpo

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Gratitude Inc. Full time

Role:
Customer Success Specialist

Timings:
Day Shift (Permanent)

Industry:

BPO

Work Mode:
Work from office

Functional Area:
ITES /
BPO / Customer Service

Process:
Voice

Key Skills:
Customer Relations Customer Service Customer oriented Customer Care
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)

Minimum Skills Required:

  • 6 months to 1 year of minimum experience in Customer Service in Banking Industry
  • Decisionmaking skills and analytical skills are highly needed competencies due to nature of the program
  • Flexible to changes and has a sense of urgency. This includes willingness to be upskilled to other functions
  • Good time management skills
  • Can work under pressure and can deliver set goals
  • Confident in handling complex situation
  • Conversant and able to convey messages
  • Ability to effectively respond to customer needs
  • Interpersonal skills required to work well with others Ability to follow directions
  • Ability to use the desktop computer system
  • Ability to multitask
  • Ability to learn at a fast pace
  • Good comprehension and listening skills

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 centre experience is not a 'must' but would be a distinct advantage.

Core Competencies & Proficiencies Levels

  • Possess strong communication skills, including the ability to converse, read and write (type) effectively in the English and native language
  • Ability to multitask
, detailed oriented and possess good problem-solving skills

  • Customer oriented with strong interpersonal skills and the ability to communicate effectively with customers
  • Passionate in helping to resolve customer issues / queries and complaint handling
  • A team player who thrives in a fast paced, dynamic environment
  • A selfstarter who is able to work independently and under mínimal supervision
  • Able to determine the problem/sentiment of each interaction and responds professionally
  • Communicating with customer through all channels (phone, social media, digital, chat, etc.)
-
Must be able to speak, read and write in (Simplified) Chinese or Cantonese (Traditional Chinese)

Technical Skills:

  • Minimum typing speed of 40wpm with a 90% accuracy score.
  • Computer literate and fully conversant in Microsoft Windows and Microsoft Office

Responsibilities:

(May perform other duties as requested that may not be specifically addressed in this document)

CSS's General Role:

  • CSS represents the brand, the culture, and values of our clients
  • How you convey will be how our client is perceived by the customers
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times
  • Handle customer's concerns positively and professionall
  • Interact, support, receive feedback/issue report with or for customers

CSS's Specific Responsibilities and Accountabilities

  • To ensure professional, efficient, and quality service to Clients.
  • To accept and execute client instructions
  • To ensure efficient problem and complaint resolution
  • To crosssell additional Bank products and services
  • To capture client feedback for future improvement
  • To capture the nature of Client contacts
  • To meet productivity standard
  • To acquire product knowledge and service skill through staff briefing and coaching from Team Manager
  • Probe & identify financial needs on service calls and pitch relevant solutions in line with client charter
  • Processing payment and client information in a manner that is precise and safeguards the customers personal and payment information
  • Proactively support to customers to prevent damage to brand loyalty
  • Identify and escalate priority issues through proper channels when necessar
  • Works with other team members in identifying better ways in providing better customer support
  • Maintains and improves quality of service by giving recommendations
  • Keeps job knowledge up to date by attending upskill training to improve skill
  • Meet all key performance indicators set by the company and client
  • Adhere to the policies set by the company

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