Customer Success Specialist

5 months ago


George Town, Malaysia Two95HRHUB Full time

**MUST - Speak, Read and Write in Mandarin or Cantonese.**

**Working Hours - Permanent night shift**

**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
- The CSS will be responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound and outbound phone calls.

**Qualifications**
- Bachelor’s Degree or at least Diploma or equivalent in any discipline.

**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 fast-paced working environment.
- Positive attitude and willingness to learn and go the ‘extra mile’ for self-improvement.
- 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.

**Technical Skills**:

- Minimum typing speed of 40wpm with a 90% accuracy score.
- Computer literate and fully conversant in Microsoft Windows and Microsoft Office

**Responsibilities and Accountabilities**
- Support customers to place online orders with the client.
- Provide timely support to customers through available communication channels (inbound & outbound phone calls).
- 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.
- Pro-actively 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

**Salary**: Up to RM3,300.00 per month

Schedule:

- Night shift

Ability to commute/relocate:

- George Town: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Are you an expert in Speaking, Reading & Writing - Mandarin & English ?
- Are you a fresh graduate or Do you have prior experience in Customer Care or Teleperformance ?
- Are you willing to work for night shifts ?
- Are you willing to take an online test ?



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