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Customer Success Specialist Mandarin

5 months ago

Georgetown Georgetown Pulau Pinang Malaysia Career International Fos Sdn Bhd Full time

The Customer Success Specialist (CSS) will be responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound phone call and email channels.

The CSS will be the primary contact for customers using the client's website shopping channel. 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 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 fieldCall centre experience is not a 'must' but would be a distinct advantage.



Responsibilities and Accountabilities:
Support customers to place online orders with the clientProvide timely support to customers through available communication channels (inbound phone calls and email)Process payments and confidential client information in a manner that is precise and safeguards the customer's personal and financial payment data at all timesProactively support customers to mitigate the risk of damage to the client's brand and customer loyaltyIdentify and escalate priority issues through appropriate channels as and when necessaryWork harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experienceMaintain and improves quality of service by sharing suggestions and recommendationsKeep job knowledge and skills up to date by attending training and continuously learningMeet all key performance indicators set by the company and clientAdhere to the policies and procedures set by the company and client

24/7 Rotational ShiftLanguage Allowance