Customer Success Specialist

1 week ago

George Town, Malaysia Gratitude Inc. Full time

**Role**:Customer Success Specialist

**Timings**:Rotational Shifts (Permanent)

**Industry**:BPO

**Work Mode**:Work from office

**Functional Area**:ITES / BPO / Customer Service

**Process**:Semi-Voice

Key Skills: Customer Service Customer Management customer service analyst Customer oriented Customer service advisor Customer Acquisition Customer Engagement Customer Care customer contact management experience customer success customer support Customer Service Agent Mandarin or Cantonese Voice Support
- **Job Title: Customer Success Specialist**

**Location**: Bayan Lepas / George Town

**Core Values**:

- **Responsibility**: As the face of the brand, the CSS embodies the values of our client, projecting a professional company image in all interactions.
- **Quality and Passion for Excellence**: Striving for the highest standards of service delivery, the CSS is committed to achieving optimal results.

**Responsibilities and Accountabilities**:

- Assist customers with online orders, ensuring a seamless shopping experience.
- Process payments and handle confidential client information securely.
- Proactively engage with customers to maintain brand reputation and foster customer loyalty.
- Identify and escalate priority issues to appropriate channels when necessary.
- Collaborate with team members to improve customer support processes and enhance service quality.
- Stay updated on product knowledge, company policies, and procedures through training and continuous learning.
- Meet or exceed key performance indicators (KPIs) set by the company and client.
- Adhere to company and client policies and procedures at all times.

**Additional Responsibilities**:

- Represent the brand positively and professionally in all interactions.
- Maintain a positive and empathetic attitude toward customers.
- Promote a culture of continuous improvement and contribute suggestions for enhancing the customer support experience.

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