Customer Support

Immediate Hiring for CUSTOMER SERVICE SPECIALIST @ GEORGE TOWN PENANG

• Must be able to speak, read and write in Mandarin or Cantonese (Traditional Chinese)
• This position will require employees to do permanent night shift

Overview of CSS Role:

• CSS represents the brand, the culture, and the values of the client
• Your attitude and how you behave will determine how our client is perceived by its customers
• It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times
• Customer concerns must be handled positively and professionally
• Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers
• The Customer Success Specialist (CSS) will be responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound and outbound phone callss.
• The CSS will be the primary contact for customers using the client's food ordering application.

Responsibilities and Accountabilities

• Support customers to place online orders with the client.

• Provide timely support to customers through available communication channels (inbound & outbound phone calls).

• Processing payments and confidential client information in a manner that is precise and safeguards the customer's personal and financial payment data at all times.

• Pro-actively 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.

• Works harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience.

• Maintains and improves quality of service by sharing suggestions and recommendations.

• Keeps job knowledge and skills up to date by attending training and continuously learning.

• Meets all key performance indicators set by the company and client.

• Adheres 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)

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 Interpersonal Skills:

• Customer Service orientation.

• Customer Results/Solutions focussed.

• 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.

Technical Skills:

• Minimum typing speed of 40wpm with a 90% accuracy score.

• Computer literate and fully conversant in Microsoft Windows and Microsoft Office

(May perform other duties as requested that may not be specifically addressed in this document)