Customer Success Specialist

CARSON TECHNOLOGY SDN. BHD.; Kuala Lumpur; On-site; MYR 33,000 - 60,000; Full time

Benefits offered by this job

Medical Claim

Annual Leave

Birthday Leave

Medical Leave

Job summary

CARSON TECHNOLOGY SDN. BHD. in Kuala Lumpur is seeking a Customer Success Specialist to handle live chat inquiries, provide accurate product guidance, and resolve issues.

The role requires English and Mandarin fluency, prior customer service experience, and a proactive approach to process improvements. You will collaborate with internal teams, maintain customer records, and contribute to high-quality service that drives satisfaction and loyalty.

Qualifications

• Fluent in reading, writing and speaking English; Mandarin proficiency required for Mandarin-speaking clients.
• Experience in customer service, preferably in a contact center/BPO.
• Strong commitment, responsible, able to handle pressure and self-motivated.
• Good problem-solving and conflict-resolution abilities.

Responsibilities

• Handle customer inquiries via live chat in a timely and professional manner.
• Provide accurate information, guidance, and support on products, services, and policies.
• Resolve issues by identifying root cause and offering solutions.
• Maintain high quality and service standards to achieve customer satisfaction and loyalty.
• Record and update customer information and interactions in the system.
• Collaborate with internal teams to elevate and follow up on complex cases.
• Stay updated on client products, services, promotions, and process changes.
• Identify opportunities for process improvements and share customer feedback.

Skills

English

Mandarin

Problem solving

Communication

Pressure handling

Excel

Tools

Excel

Job description

Working Location: Menara Binjai
Working Hours: Shift rotation based, Morning shift 10am - 10pm; Night shift 10pm - 10am
Job Responsibilities

Handle customer inquiries via live chats in a timely and professional manner.

Provide accurate information, guidance, and support to customers on products, services, and policies.

Resolve customer issues efficiently by identifying the root cause and offering appropriate solutions.

Ensure all interactions meet or exceed quality and service standards, achieving customer satisfaction and loyalty.

Record, update, and maintain customer information and interaction details in the system accurately.

Collaborate closely with internal teams to elevate and follow up on complex cases.

Stay updated on client products, services, promotions, and process changes.

Continuously identify opportunities for process improvements and share customer feedback with the relevant teams.

Uphold company and client confidentiality at all times.

Job Requirements

Fluent in reading, writing and speaking in English and Mandarin to effectively communicate. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.

Proven experience in customer service, preferably in a contact center or BPO environment.

Possess a strong commitment and sense of responsibility, with the ability to handle pressure and self-motivate.

Problem-solving and conflict-resolution abilities.

Basic Microsoft Excel skills.

Willingness to work rotating shifts as the platform operates 24 hours every day.

Perks and benefits

• Medical Claim Annual Leave & Birthday Leave & Medical Leave

Consumer Electronics Manufacturing 51-100 employees

Carson Technology Sdn Bhd is a professional customer service company based in Malaysia, specializing in Business Process Outsourcing (BPO) services. We focus on providing efficient, high-quality live chat customer support. Our dedicated team ensures seamless and timely communication, enhancing customer satisfaction and fostering brand loyalty. By delivering exceptional real-time support, we prioritize a customer-centric approach and continuously optimize our processes to maintain our position at the forefront of the industry.

Carson Technology Sdn Bhd is a professional customer service company based in Malaysia, specializing in Business Process Outsourcing (BPO) services. We focus on providing efficient, high-quality live chat customer support. Our dedicated team ensures seamless and timely communication, enhancing customer satisfaction and fostering brand loyalty. By delivering exceptional real-time support, we prioritize a customer-centric approach and continuously optimize our processes to maintain our position at the forefront of the industry.

What can I earn as a Customer Success Specialist