Customer Service Specialist

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia HELIUS TECHNOLOGIES SDN. BHD. Full time 20,000 - 25,000 per year
Overview

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.

Key Responsibilities
  • Serve as the first point of contact for customers via inbound calls and email.
  • Assist customers in placing online orders and provide guidance throughout the process.
  • Handle customer concerns with empathy, professionalism, and efficiency.
  • Process payments and confidential client information securely, ensuring data privacy at all times.
  • Identify, document, and escalate priority issues through proper channels when necessary.
  • Proactively support customers to safeguard brand reputation and enhance loyalty.
  • Collaborate with team members to improve workflows and the overall customer support experience.
  • Continuously update product and process knowledge through training and development sessions.
  • Maintain a positive attitude, promote teamwork, and contribute to service excellence.
  • Meet or exceed all key performance indicators (KPIs) set by the company and client.
  • Adhere to company and client policies, procedures, and quality standards.
Qualifications

Education:

  • SPM, Diploma or Bachelor's Degree (or equivalent) in any discipline.
  • Fluent in English and Mandarin languages, with excellent written and verbal communication skills
  • Graduates with degrees in English with Communication, English for Professionals, Mass Communication, or related fields are encouraged to apply.

Work Experience:

  • Fresh graduates are welcome to apply.
  • Minimum 6 months of experience in customer support (any industry) would be an advantage.
  • Previous call centre experience is an advantage but not required.

Technical Skills:

  • Proficient in Microsoft Windows and Microsoft Office.
  • Computer literate and comfortable navigating multiple systems simultaneously.
  • Strong customer service orientation and results-driven mindset.
  • Excellent communication and active listening skills.

Other available locations:

  • Penang
  • Johor

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