Customer Success Specialist

2 weeks ago


Kota Damansara, Malaysia Agensi Pekerjaan Elitez Malaysia Sdn Bhd Full time

What will you be doing in this role:

  • Assist new customers in adopting and implementing software by understanding their goals, aiding in setup, providing training, and guiding best practices.
  • Collaborate with customers to create and execute tailored success plans, setting goals and milestones for desired outcomes.
  • Develop and maintain strong customer relationships, serving as the primary point of contact for inquiries, concerns, and escalations.
  • Engage with customers to ensure satisfaction, promote longterm retention, and identify upselling opportunities. Manage renewals and address concerns to maximise retention rates.
  • Provide 5star customer service, including going extra miles for clients, so they can experience exceptional customer experience from us.
  • Identify and escalate complex issues to higherlevel support or internal teams for resolution.
  • Handle every customer interaction professionally and empathetically, aiming to surpass their expectations.
  • Gather customer feedback and suggestions for the product development team, sharing insights on common pain points, feature requests, and improvement opportunities for the product.
  • Track and report key customer success metrics like satisfaction, retention, and upsell opportunities, offering regular insights to internal teams.
  • Stay current with industry trends and best practices, continuously refining success processes to enhance the customer experience

Requirements:

  • You're techsavvy with exceptional presentation abilities.
  • You're good in both written and spoken Mandarin and English.
  • You are strong in verbal and written skills, adept at understanding needs, explaining solutions, and building rapport.
  • You can empathize with customer concerns and maintain patience in challenging situations.
  • You are proficient in identifying issues, analyzing causes, and delivering effective solutions.
  • You wish to grow your career in a supportive environment.
  • You are comfortable working across multiple departments in a deadlinedriven environment, and highly adaptive to changes.
  • You are able to steer conversations towards positive outcomes with the use of positive language.
  • You are willing to improve yourself, while helping your leaders to improve by giving them constructive feedback.

Job Types:
Full-time, Permanent, Fresh graduate

Salary:
RM3, RM4,000.00 per month

Benefits:

  • Health insurance
  • Opportunities for promotion
  • Professional development

Schedule:

  • Monday to Friday

Supplemental pay types:

  • Performance bonus


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