Customer Success Specialist
Agensi Pekerjaan Great Pyramid Sdn Bhd
- George Town, Pulau Pinang
- Permanent
- Full-time
1. Responsibility: The CSS represents the client and is the face of the brand to the outside world.
2. 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.QualificationsEducation background:
- Bachelors Degree or at least Diploma or equivalent in any discipline.
- 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.
- 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.
- Preferably someone who can speak, read and write in Mandarin
- Minimum typing speed of 40wpm with a 90% accuracy score.
- 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
- Support customers to place online orders with the client.
- Provide timely support to customers through available communication channels (inbound phone calls and email).
- Processing payments and confidential client information in a manner that is precise and safeguards the customers personal and financial payment data at all times.
- Pro-actively support customers to mitigate the risk of damage to the clients 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.