Customer Success Specialist - George Town, Malaysia - Softenger (Malaysia) Sdn Bhd

Softenger (Malaysia) Sdn Bhd

Verified Company

George Town, Malaysia

1 week ago

Posted by:

Siti Tan

beBee Recruiter

Description

Overview of CSS Role:

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

Education background:

Bachelor's Degree or at least Diploma or equivalent in any discipline.

Work experience:

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.

Required Interpersonal Skills:

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 fastpaced working environment.
Positive attitude and willingness to learn and go the 'extra mile' for selfimprovement.
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.

- Must be able to speak, read and write in Mandarin

Technical Skills:

Minimum typing speed of 40wpm with a 90% accuracy score.
Computer literate and fully conversant in Microsoft Windows and Microsoft Office

Responsibilities and Accountabilities

Support customers to place online orders with the client.
Processing 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.
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.

Salary:
RM2, RM3,300.00 per month

Benefits: