Job Opportunities in Malaysia
October 29, 2024
Teleperformance
Bayan Lepas
FULL TIME
Customer Success Specialist - Malay - Penang
Overview:
The CSS lives the values of our client which are: -
1. Responsibility: The CSS represents the client and is the face of the brand to the outside world.
2. Quality and a Passion for Excellence: We always want to shoot for the best possible result.
Work experience:
Required Interpersonal Skills:
Technical Skills:
Responsibilities:
Responsibilities and Accountabilities
The Customer Success Specialist (CSS) will be responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound phone call and email channels.
The CSS will be the primary contact for customers using the client’s website shopping channel.
The CSS lives the values of our client which are: -
1. Responsibility: The CSS represents the client and is the face of the brand to the outside world.
2. Quality and a Passion for Excellence: We always want to shoot for the best possible result.
The CSS is expected to project a professional company image through various communication channels.
Qualifications:
Education background:
- 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) https://www.coe.int/en/web/common-european-framework-reference-languages/level-descriptions
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 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.
- Must be able to speak, read and write in Bahasa Malaysia
Technical Skills:
- Minimum typing speed of 40wpm with a 90% accuracy score.
- Computer literate and fully conversant in Microsoft Windows and Microsoft Office
(May perform other duties as requested that may not be specifically addressed in this document)
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
Responsibilities and Accountabilities
- Support customers to place online orders with the client.
- Provide timely support to customers through available communication channels (inbound phone calls and email).
- 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.
- Pro-actively 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.
Latest Job Opportunities
November 7, 2024
KZ TRENDY SDN BHD
Full Time & Part Time Live Host TikTok & Shopee
Ipoh
PART TIME & CONTRACT & OTHER & FULL TIME
View DetailsNovember 7, 2024
A-Asign Corporation Sdn Bhd
Call Centre Executive
Ipoh
FULL TIME & OTHER
View DetailsNovember 7, 2024
Casuarina @ Kuala Kangsar
Operations Manager
Kuala Kangsar
FULL TIME & CONTRACT
View DetailsSimilar Jobs
November 5, 2024
Watson's Personal Care Stores Sdn Bhd
Customer Assistant (Kota Bharu)
Kota Bharu
FULL TIME
View Details
November 6, 2024
OCBC Bank
WALK-IN Customer Service Executive (Contact Centre) 15 Nov 2024
Kuala Lumpur
FULL TIME & OTHER
View DetailsOctober 28, 2024
Aiwin Design Sdn Bhd
Customer Support (management)
Kota Bharu
CONTRACT
View DetailsOctober 17, 2024
Nasrom (M) Sdn Bhd
Customer Care Executive (CCE) Perodua
Kota Bharu
CONTRACT & FULL TIME
View DetailsNew Jobs from This Company
November 5, 2024
Teleperformance
Business Intelligence Analyst - English - Penang
George Town
FULL TIME
View Details
November 1, 2024
Teleperformance
Quality Analyst - Japanese (Travel Tech)
Bayan Lepas
FULL TIME
View Details
October 30, 2024
Teleperformance
Quality Analyst (Korea Speaking) - Penang
George Town
FULL TIME
View Details
October 29, 2024
Teleperformance
Customer Success Specialist - Malay - Penang
Bayan Lepas
FULL TIME
View Details