Customer Success Specialist

3 days ago

Klang, Selangor, Malaysia Nezda Global Full time

Nezda Malaysia is currently looking for a Customer Success Specialist who will be expected to behave as an extension of the brand and take care of our customers to the fullest of their capabilities. If needed, seek help to ensure that we embody the best professional service we can offer our customers. Also expected to be a team player, capable of representing information on behalf of our clients and Teleperformance as one company.

This includes and is not limited to understanding and behaving in accordance with the Company values, Products and Services, Operating Policies and Procedures, and Attainment of goals and KPIs.

Location: Selangor
Work Set up: Rotational Shifts, Onsite.

Key Responsibilities:
  • CSS represents the brand, the culture, and values of our clients.
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  • Handle customer's concerns positively and professionally.
  • Interact, support, receive feedback/issue report with or for customers.
  • Provide timely support to customers through available communication channels (inbound, outbound calls, email, and live chat).
  • Ensure professional, efficient, and quality service to Clients.
  • Accept and execute client instructions.
  • Ensure efficient problem and complaint resolution.
  • Cross-sell additional Bank products and services.
  • Capture client feedback for future improvement.
  • Meet productivity standards.
  • 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.
  • Process payment and client information accurately while safeguarding customers' personal and payment information.
  • Pro-active support to customers to prevent damage to brand loyalty.
  • Identify and escalate priority issues through proper channels when necessary.
  • Work with other team members in identifying better ways to provide improved customer support.
  • Maintain and improve quality of service by giving recommendations.
  • Keep 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.
Main Requirements:
  • Bachelor's Degree or minimum of Diploma or equivalent Core Competencies & Proficiencies Levels.
  • Strong communication skills, including the ability to converse, read and write (type) effectively in English and native language.
  • Ability to multitask, detail-oriented, and possess good problem-solving skills.
  • Customer-oriented with strong interpersonal skills and the ability to communicate effectively with customers.
  • Passionate about resolving customer issues/queries and complaint handling.
  • A team player who thrives in a fast-paced, dynamic environment.
  • A self-starter who can work independently and under minimal supervision.
  • Able to determine the problem/sentiment of each interaction and respond professionally.
  • Communicate with customers through all channels (phone, social media, digital, chat, etc.).
Minimum Skills Required:
  • 6 months to 1 year of experience in Customer Service in the Banking Industry.
  • Decision-making and analytical skills are highly needed competencies due to the nature of the program.
  • Flexible to changes and has a sense of urgency, including willingness to be upskilled to other functions.
  • Good time management skills.
  • Ability to work under pressure and deliver set goals.
  • Confident in handling complex situations.
  • 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 desktop computer systems and navigate web-based applications.
  • Ability to multitask and learn at a fast pace.
  • Good comprehension and listening skills.
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