Customer Success Specialist - George Town, Malaysia - FMR Agency

Description

FMR Agency is looking for an experienced and innovative Customer Success Specialist (CSS).

The Role

Your responsibilities will include:

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
• Review the customer journey, determine how it's supported, and use a consultative approach to help clients overcome issues and achieve their goals
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
• Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement
• Work with sales and marketing teams to boost customer referrals and develop case studies.

Ideal Profile

Required Interpersonal Skills:

• Customer Service orientation.
• Customer Results/Solutions focused.
• 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.
• You have at least 0-1 year experience within a Customer Success role, ideally within the Other Services industry.
• You possess excellent interpersonal as well as written and verbal communication skills.
• You possess strong analytical skills and are comfortable dealing with numerical data
• You enjoy finding creative solutions to problems
• You are highly goal driven and work well in fast paced environments
• 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) to be able to liaise effectively to different stakeholders across the region.
• 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.

What's on Offer?

• A role that offers a breadth of learning opportunities
• Opportunity to make a positive impact