Location : Gergetown / Bayan lepas, Penang
Type : Permanent
Working day/hour : 24/7 Rotation shift (5days working 2 days off)
Salary : Basic from RM3,000 - RM4,000 + RM300 Language allowance
Responsibility:
- 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.
- The CSS will be the primary contact for customers using the client's website shopping channel.
- 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)
- Process payments and confidential client information in a manner that is precise and safeguards the customer's personal and financial payment data at all times
- Proactively 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
- Work harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience
- Maintain and improves quality of service by sharing suggestions and recommendations
- Keep job knowledge and skills up to date by attending training and continuously learning
- Meet all key performance indicators set by the company and client
- Adhere to the policies and procedures set by the company and client
Qualifications
- Bachelor's Degree or at least Diploma or equivalent in any discipline.
- Must fluent in Mandarin and English (reading, writing, speaking)
- 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.
