Customer Success Specialist - Petaling Jaya - Teleperformance

    Teleperformance
    Teleperformance Petaling Jaya

    6 days ago

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    Description

    Job Description

    The Customer Success Specialist (CSS) plays a pivotal role in ensuring exceptional customer experiences.

    Responsibilities include responding to customer inquiries, managing concerns, and providing tailored information based on inbound phone calls and email interactions.

    The CSS is the primary point of contact for customers utilizing the client's website shopping channel, embodying the brand's values and maintaining a professional company image across various communication channels.

    Key Responsibilities

    • Support customers in placing online orders with the client.
    • Provide timely assistance through available communication channels.
    • Process payments and confidential client information with precision, safeguarding customer data at all times.
    • Proactively mitigate risks to the client's brand and customer loyalty.
    • Identify and escalate priority issues as necessary.

    Qualifications

    Education:

    • Bachelor's Degree or Diploma equivalent in any discipline.
    • B2 level English Language proficiency (reading, writing, speaking, and aural comprehension).

    Experience:

    • Minimum 6 months work experience in customer support.
    • Fresh graduates with degrees in English with Communication, English for Professionals, Mass Communication, or related fields are welcome.
    • Call centre experience is beneficial but not required.

    Required Skills

    • Customer Service orientation.
    • Ability to handle queries and objections professionally.
    • Active listening skills.
    • Emotional intelligence and composure under pressure.
    • Good reasoning and analytical skills.

    Technical Requirements

    • 40wpm typing speed with 90% accuracy score.
    • Proficiency in Microsoft Windows and Microsoft Office.
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