Customer Success Specialist

1 day ago

Bukit Mertajam, Penang, Malaysia Spread Sdn Bhd Full time 40,000 - 60,000 per year

Job Summary:

The Customer Success Specialist (CSS) plays a key role in delivering a world-class customer experience by responding to customer enquiries, resolving concerns, and providing accurate and timely information. The CSS communicates with customers through inbound/outbound phone calls and WhatsApp, projecting a professional image that reflects the values and commitment of our client.

Key Responsibilities:


• Handle customer enquiries across inbound/outbound calls and WhatsApp messaging channels.


• Provide accurate, tailored information to address customer questions, concerns, and service needs.


• Resolve customer issues in a professional, timely, and empathetic manner, ensuring a positive customer experience.


• Proactively identify customer needs and recommend suitable products or services, contributing to internal sales targets.


• Promote and upsell additional services or solutions where appropriate to drive customer value and business growth.


• Support sales initiatives by educating customers on new features, services, or promotional offers.


• Collaborate with internal teams to ensure smooth onboarding and implementation for new and existing customers.


• Maintain accurate and detailed records of customer interactions, transactions, and feedback using CRM tools.


• Monitor and follow up on customer satisfaction to ensure continuous improvement in service delivery.


• Consistently represent the company's brand and values in all customer communications.


• Perform additional duties as assigned, which may not be specifically outlined in this document.

Required Skills & Qualifications:


• Strong verbal and written communication skills.


• Customer-focused mindset with a passion for helping others.


• Ability to manage multiple interactions efficiently across different communication channels.


• Problem-solving skills and attention to detail.


• Ability to work independently and as part of a team.


• Previous customer service or support experience is preferred.

工作摘要(Job Summary):

客户成功专员(Customer Success Specialist,简称CSS)在提供世界级客户体验中扮演关键角色,负责回应客户咨询、解决疑虑,并及时准确地提供信息。CSS通过来电、去电及WhatsApp与客户沟通,以专业形象展现公司客户的价值与承诺。


主要职责(Key Responsibilities):


• 通过来电、去电及WhatsApp信息渠道处理客户咨询。

• 提供准确且符合客户需求的信息,解答疑问并满足服务需求。

• 以专业、及时且具同理心的方式解决客户问题,确保良好客户体验。

• 主动了解客户需求,推荐合适的产品或服务,协助达成内部销售目标。

• 在适当时推广及追加销售相关服务或解决方案,以提升客户价值并促进业务增长。

• 通过教育客户了解新功能、服务或优惠活动来支持销售计划。

• 与内部团队协作,确保新旧客户的顺利导入及实施流程。

• 使用CRM工具维护准确详尽的客户互动、交易及反馈记录。

• 监控并跟进客户满意度,持续改进服务质量。

• 在所有客户沟通中一致地展现公司品牌与价值观。

• 执行主管指派的其他工作任务,即使未在本文件中具体列出。


所需技能与资格(Required Skills & Qualifications):


• 优秀的口头与书面沟通能力。

• 以客户为中心,热衷于帮助他人。

• 能高效处理多项客户互动,熟悉不同沟通渠道。

• 具备良好的问题解决能力与细节关注度。

• 能独立工作并具团队合作精神。

• 具备客户服务或支持相关经验者优先。

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