Customer Success Specialist - George Town, Malaysia - Teleperformance

Description

Overview

Teleperformance is the global leader in outstanding customer experience.We are the worldwide leader in Omnichannel customer experience. We've been providing superior customer care services for leading companies throughout the world since 1978, with expertise in many markets and verticals.We work with people and for people to bring passion and excellence to our businesses like our own business. That is what we do. We transform passion into excellence.With a large global footprint, we bring together best practices and experience from several countries worldwide combined with continuous innovation, the best mix of agents, efficient processes, intelligent analytics and strategic locations. This means rapid team assignment and a variety of solutions to provide a seamless and enriched customer experience wherever you need us.We are moved by passion. It defines us. It motivates us. It moves us forward and it is part of everything we do.

Qualifications

Interpersonal skills

Basic component isolation and troubleshooting skills

Demonstrate strong verbal and written communication skills

Strong organizational skills and the ability to multi-task

Flexible to work varied shifts

Minimum of 6 months experience in chat support environment

Successful candidate must have passion for online games

Minimum of 1-2-year experience with customer support or online community development, preferred

Meet and maintain monthly metrics

Must be willing to work in TPMY GEORGETOWN (Penang)

Responsibilities

We provide a work environment that is diverse, inclusive, and welcoming of all. Training that will make you feel empowered to do your best work even if you aren't a tech expert. Career opportunities for all our employees.

Fantastic, comprehensive and competitive benefits, Gratitude & recognition for our awesome employees

Your responsibilities include:

Responding to customer queries in a timely and accurate way, via email or chat

Identifying customer needs and help customers use specific features

Analysing and reporting product malfunctions (for example, by testing different scenarios or impersonating users)

Updating our internal databases with information about technical issues and useful discussions with customers

Monitoring customer complaints on social media and reach out to provide assistance

Sharing feature requests and effective workarounds with team members

Informing customers about new features and functionalities

Following up with customers to ensure their technical issues are resolved

Gathering customer feedback and share with our Product, Sales and Marketing teams

Assisting in training junior Customer Support Representatives