Customer Success Specialist
6 months ago
**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 long-term retention, and identify upselling opportunities. Manage renewals and address concerns to maximise retention rates.
- Provide 5-star customer service, including going extra miles for clients, so they can experience exceptional customer experience from us.
- Identify and escalate complex issues to higher-level 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 tech-savvy 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 deadline-driven 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**: RM3,000.00 - 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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