Customer Service Advisor

7 months ago


Petaling Jaya, Malaysia DSS Software Solutions Sdn Bhd Full time

D19482-Customer Service Advisor - Voice Support (Native Japanese):
Overview
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.

**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.
- Must be able to speak, read and write in Japanese

**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.
- Provide timely support to customers through available communication channels (inbound
- 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 and client.



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