Customer Success Specialist - Continuous Learning Opportunities

We are recruiting for our partner company, experts in the Customer Engagement business, offering innovative solutions to clients worldwide. As members of the company, it is imperative that all employees actively contribute to advancing Customer Engagement to new heights.

You are expected to fully engage during your designated working hours, actively offering hands-on support to customers. Encourage increased utilization of the client's products and services through communication channels such as chat, email, and phone.

RESPONSIBILITIES

• At the forefront of company operations, your role entails maintaining and enhancing a high standard of customer service by delivering timely support to customers through email, live chat, and phone.
• Investigating and resolving complex or long-standing customer problems.
• Processing refunds, promotions, and compensations for customers.
• Responding to customer inquiries with the goal of achieving first-contact resolution.
• Providing guidance to end customers on available options.
• Welcoming customers to the client’s platform and promoting the use of the client’s products and services.
• Assigning initiatives to customers based on established guidelines and frameworks.
• Promptly following up with customers to address and resolve issues.
• Updating and maintaining customer details within online platforms.
• Reporting customer feedback to relevant internal teams to enhance the overall customer experience.
• Identifying and highlighting technical issues, raising tickets through the company's ticketing system.
• Communicating the status of the resolution process to customers as necessary.

SKILLS

• Exceptional proficiency in written English, demonstrating a native-like command of the language.
• Demonstrated eagerness and commitment to taking ownership of any challenges that arise.
• Proficient in using email and live chat platforms to facilitate effective communication.
• Strong communication skills enabling the provision of information, assistance, and advice to both customers and colleagues.
• Proactive in cross-selling and upselling clients’ products and services.
• In-depth understanding of industry best practices, with a commitment to achieving the highest quality standards.
• Strong problem-solving skills coupled with a proactive and self-starting approach to task completion.
• Exhibit confidence, patience, politeness, tact, and diplomacy, particularly in challenging situations.
• Motivational skills and the ability to lead and supervise a team of customer support agents.
• Detail-oriented with robust troubleshooting capabilities
• Holds a degree in any discipline, preferably service-related.
• Self-starter with a reliable and motivated work ethic.
• Openness to work weekend shifts and night shifts, with an allowance provided.
• Possesses personal transportation

REQUIREMENTS:

• Minimum of 2 years of relevant experience
• Ability to participate in role play scenarios and complete a test brief as part of the recruitment process to showcase approach and manner.
• Previous experience working in an office environment.
• Familiarity with online customer support ticketing systems.
• Proficiency in customer relationship platforms.
• Hands-on experience in outbound calls.
• Preference for candidates available to start immediately.

WORKING TIMES:

• Rotational Shift (Weekend & Night Shift)

WORKING LOCATION:

• Taman Tun Dr Ismail (TTDI)

COMPENSATION & BENEFITS:

• Basic salary (commensurate with experience).
• Bonus/Incentives.
• Transport allowance.
• Shift allowance.
• Health Insurance 
• Fitness allowance 
• Dental/Optical allowance.