Customer Success Specialist

1 day ago

Penang, Malaysia TP Full time

About the Role

The Customer Success Specialist (CSS) will handle customer enquiries, resolve issues, and ensure a seamless customer experience through inbound phone and email support.

Responsibilities

  • Support customers in placing online orders.
  • Provide timely assistance to customers through available communication channels (inbound calls and email).
  • Process payments and confidential customer information accurately while safeguarding personal and financial data at all times.
  • Proactively support customers to mitigate risks related to brand reputation and customer loyalty.
  • Identify and escalate priority issues through appropriate channels when necessary.
  • Collaborate with team members to improve processes and enhance the customer support experience.
  • Maintain and improve service quality by sharing suggestions and recommendations.
  • Keep skills and job knowledge up to date through training and continuous learning.
  • Meet all key performance indicators (KPIs) set by the company and the client.
  • Adhere to company and client policies and procedures.

Qualifications

Education:

  • Bachelor's Degree or Diploma (or equivalent) in any discipline.
  • Must have B2-level English proficiency (reading, writing, speaking, and listening).

Work Experience:

  • Minimum 6 months of customer support experience in any industry.
  • Fresh graduates are welcome, especially those with degrees in English with Communication, English for Professionals, Mass Communication, or related fields.
  • Call center experience is not required but is an advantage.

Required Skills

  • Strong customer service orientation.
  • Customer-focused with a solution-driven mindset.
  • Ability to manage customer expectations effectively.
  • Active listening skills.
  • Ability to manage queries and objections professionally.
  • Passion for communication and interacting with people.
  • Openness to continuous feedback and ability to work in a fast-paced environment.
  • Positive attitude and willingness to learn and go the extra mile.
  • High emotional intelligence and ability to remain calm under pressure.
  • Strong reasoning, analytical, and critical-thinking skills.
  • Proactive, composed communication style in challenging situations.
  • Must be able to speak, read, and write Mandarin to support Mandarin-speaking customers.

Preferred Skills

  • Minimum typing speed of 40 wpm with 90% accuracy.
  • Computer literate; proficient in Microsoft Windows and Microsoft Office.

Pay Range

  • Salary:
    RM3,500 – RM4,500

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