Customer Success Specialist

6 months ago

Bayan Lepas, Malaysia Teleperformance Full time

Overview:
Teleperformance is the global leader in outstanding customer experience.

We are the worldwide leader in Omnichannel customer experience. We’ve been providing superior customer care services for leading companies throughout the world since 1978, with expertise in many markets and verticals.

We work with people and for people to bring passion and excellence to our businesses like our own business. That is what we do. We transform passion into excellence.

With a large global footprint, we bring together best practices and experience from several countries worldwide combined with continuous innovation, the best mix of agents, efficient processes, intelligent analytics and strategic locations. This means rapid team assignment and a variety of solutions to provide a seamless and enriched customer experience wherever you need us.

We are moved by passion. It defines us. It motivates us. It moves us forward and it is part of everything we do.

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 Mandarin**

**Technical Skills**:

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

**Responsibilities**:

- We provide a work environment that is diverse, inclusive, and welcoming of all. Training that will make you feel empowered to do your best work even if you aren’t a tech expert. Career opportunities for all our employees._
- Fantastic, comprehensive and competitive benefits, Gratitude & recognition for our awesome employees_
- Your responsibilities include:_
- Identifying customer needs and help customers use specific features
- Analysing and reporting product malfunctions (for example, by testing different scenarios or impersonating users)
- Updating our internal databases with information about technical issues and useful discussions with customers
- Monitoring customer complaints on social media and reach out to provide assistance
- Sharing feature requests and effective workarounds with team members
- Informing customers about new features and functionalities
- Following up with customers to ensure their technical issues are resolved
- Gathering customer feedback and share with our Product, Sales and Marketing teams
- Assisting in training junior Customer Support Representatives

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