Customer Success Specialist

About the Company

The Customer Success Specialist (CSS) will be responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound phone call and email channels. 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:

• Responsibility:
  The CSS represents the client and is the face of the brand to the outside world.
• 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.

About the Role

The CSS will be the primary contact for customers using the client's website shopping channel, responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound phone call and email channels.

Responsibilities

• Support customers to place online orders with the client.
• Provide timely support to customers through available communication channels (inbound phone calls and email).
• Process payments and confidential client information in a manner that is precise and safeguards the customer's personal and financial payment data at all times.
• Proactively 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.
• Work harmoniously with other team members to identify better ways of working and promote a culture of continuously improving the customer support experience.
• Maintain and improve quality of service by sharing suggestions and recommendations.
• Keep job knowledge and skills up to date by attending training and continuously learning.
• Meet all key performance indicators set by the company and client.
• Adhere to the policies and procedures set by the company and client.

Qualifications

Education background:

• Bachelor's Degree or at least Diploma or equivalent in any discipline.
• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension) link.

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 Skills

• Customer Service orientation.
• Customer Results/Solutions focused.
• 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 the required language to support.

Technical Skills

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