Customer Success Specialist - Petaling Jaya - Teleperformance

    Teleperformance
    Teleperformance Petaling Jaya

    1 week ago

    Description

    Job Description

    The Customer Success Specialist plays a vital role in representing the client's brand, culture, and values to its customers.

    As the primary contact for customers using the client's website shopping channel, you will be responsible for responding to customer requests, managing concerns, and providing specific information based on inquiries received via inbound phone call and email channels.

    Our ideal candidate embodies the following core values:

    1. Responsibility: Represent the client and project a professional company image through various communication channels.
    2. Quality and a Passion for Excellence: Strive for the best possible result in every interaction.

    Key Responsibilities

    • Support customers with online orders through available communication channels (inbound phone calls and email).
    • Process payments and confidential client information while safeguarding customer personal and financial payment data.
    • Identify and escalate priority issues as necessary, working harmoniously with team members to improve the customer support experience.
    • Maintain and improve service quality by sharing suggestions and recommendations.
    • Stay up-to-date with job knowledge and skills by attending training and continuously learning.

    Qualifications

    • Education: Bachelor's Degree or equivalent in any discipline.
    • Language Proficiency: B2 level English Language proficiency (reading, writing, speaking, and aural comprehension).
    • Work Experience: Minimum of 6 months work experience in customer support in any industry. Call centre experience is a distinct advantage.
    • Interpersonal Skills (Essential): Active listening, customer service orientation, results/solutions focused, customer expectations management, passionate about communication, emotional intelligence, good reasoning and analytical skills, critical thinking, proactive attitude, composed communication in challenging situations.

    Requirements

    • Typing speed of at least 40wpm with a 90% accuracy score.
    • Computer literacy in Microsoft Windows and Microsoft Office.

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