Customer Experience & Support Specialist

Teleperformance; Bayan Lepas; On-site; MYR 30,000 - 42,000; Full time

Job summary

Teleperformance Malaysia is seeking a Customer Success Specialist in Bayan Lepas to respond to customer inquiries, manage concerns, and provide information based on enquiries received via inbound phone calls and emails for the client’s shopping channel.

The CSS will be the primary contact for customers using the client’s website, upholding the values of responsibility and a passion for excellence, while projecting a professional company image through various channels.

Qualifications

• Bachelor’s Degree or Diploma or equivalent in any discipline.
• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension).
• Minimum of 6 months work experience in customer support; fresh graduates with related degrees are welcome.

Responsibilities

• Support customers to place online orders with the client.
• Provide timely support to customers through available communication channels (inbound phone calls and email).
• Process payments and confidential client information in a precise manner, safeguarding personal and financial data.
• Proactively support customers to mitigate risk to the brand and loyalty.
• Identify and escalate priority issues through appropriate channels as needed.
• Collaborate with team members to improve ways of working and the customer support experience.
• Maintain and improve quality of service by sharing suggestions and recommendations.
• Keep knowledge up to date by attending training and continuous learning.
• Meet all key performance indicators set by the company and client.
• Adhere to policies and procedures set by the company and client.

Skills

Customer Service orientation

Active Listening

Communication skills

Emotional intelligence

Problem solving

Positive attitude

Education

Bachelor’s Degree or Diploma or equivalent

Tools

Microsoft Windows

Microsoft Office

Job description

Teleperformance Malaysia is seeking a Customer Success Specialist in Bayan Lepas to respond to customer inquiries, manage concerns, and provide information based on enquiries received via inbound phone calls and emails for the client’s shopping channel.

The CSS will be the primary contact for customers using the client’s website, upholding the values of responsibility and a passion for excellence, while projecting a professional company image through various channels.