Korean Customer Success Specialist for a Top Bpo

2 weeks ago

Bayan Lepas, Malaysia Gratitude Inc. Full time

Role:
Customer Success Specialist

Timings:
Rotational Shifts (Permanent)

Industry:

BPO

Work Mode:
Work from office

Functional Area:
ITES /
BPO / Customer Service

Process:
Voice

Key Skills:
customer success customer support

The CSS will be the primary contact for customers using the client's website shopping channel.

The CSS lives the values of our client which are:

  • 1.

Responsibility:
The CSS represents the client and is the face of the brand to the outside world.

2.

Quality and a Passion for Excellence:
We always want to shoot for the best possible result.

The CSS is expected to project a professional company image through various communication channels.

Qualifications:

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)

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.

Required Interpersonal Skills:

  • Customer Service orientation.
  • Customer Results/Solutions focussed.
  • Customer Expectations Management.
  • Active Listening Skills.
  • Ability to handle queries and objections in a professional manner.
  • Passionate about communication and interacting with people is key to success in this role.
  • Able to receive continuous feedback and work in a fastpaced working environment.
  • Positive attitude and willingness to learn and go the 'extra mile' for selfimprovement.
  • Emotional intelligence and ability to stay calm when customers are stressed or annoyed.
  • Good reasoning and analytical skills.
  • Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations.
-
Must be able to speak, read and write in Korean

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)

Overview of CSS Role:

  • CSS represents the brand, the culture, and the values of the client
  • Your attitude and how you behave will determine how our client is perceived by its customers
  • It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times
  • Customer concerns must be handled positively and professionally
  • Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers

Responsibilities and Accountabilities

  • Support customers to place online orders with the client.
  • Processing payments and confidential client information in a manner that is precise and safeguards the customer's personal and financial payment data at all times.
  • Proactively support customers to mitigate the risk of damage to the client's brand and customer loyalty.
  • Identify and escalate priority issues through appropriate channels as and when necessary.
  • Works harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience.
  • Maintains and improves quality of service by sharing suggestions and recommendations.
  • Keeps job knowledge and skills up to date by attending training and continuously learning.
  • Meets all key performance indicators set by the company and client.
  • Adheres to the policies and procedures set by the company and client.

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