Customer Success Specialist

3 days ago

Kelana Jaya, Malaysia Softenger (Malaysia) Sdn Bhd Full time

Key Responsibilities:
CSS’s General Role:

- CSS represents the brand, the culture, and values of our clients
- How you convey will be how our client is perceived by the customers
- Maintaining a positive, empathetic, and professional attitude toward customers at all times

Handle customer’s concerns positively and professionally
- Interact, support, receive feedback/issue report with or for customers CSS’s Specific Responsibilities and Accountabilities
- To ensure professional, efficient, and quality service to Clients.
- To accept and execute client instructions.
- To ensure efficient problem and complaint resolution.
- To cross-sell additional Bank products and services.
- To capture client feedback for future improvement
- To capture the nature of Client contacts.
- To meet productivity standard.
- To acquire product knowledge and service skill through staff briefing and coaching from Team Manager
- Probe & identify financial needs on service calls and pitch relevant solutions in line with client charter.
- Processing payment and client information in a manner that is precise and safeguards the customers personal and payment information’s
- Pro-active support to customers to prevent damage to brand loyalty
- Identify and escalate priority issues through proper channels when necessary
- Works with other team members in identifying better ways in providing better customer support
- Maintains and improves quality of service by giving recommendations
- Keeps job knowledge up to date by attending upskill training to improve skill
- Meet all key performance indicators set by the company and client
- Adhere to the policies set by the company. Main Requirements: Education background:
Bachelor’s Degree or minimum of Diploma or equivalent Core Competencies & Proficiencies Levels
- Possess strong communication skills, including the ability to converse, read and write (type) effectively in the English and native language
- Ability to multitask, detailed oriented and possess good problem-solving skills
- Customer oriented with strong interpersonal skills and the ability to communicate effectively with customers
- Passionate in helping to resolve customer issues / queries and complaint handling
- A team player who thrives in a fast paced, dynamic environment
- A self-starter who is able to work independently and under mínimal supervision
- Able to determine the problem/sentiment of each interaction and responds professionally

Communicating with customer through all channel (phone, social media, digital, chat, ect)

**Job Type**: Permanent

**Salary**: RM2,000.00 - RM3,500.00 per month

Schedule:

- Rotational shift

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