Customer Success Specialist

Concentrix; Kuala Lumpur; On-site; MYR 35,000 - 55,000; Full time

Job summary

Concentrix in Kuala Lumpur is seeking a Customer Success Specialist to nurture existing customer relationships and ensure satisfaction and engagement across the lifecycle. You will develop product knowledge to resolve questions and guide customers through adoption and retention.

The role requires handling daily touchpoints via phone and email, documenting feedback, and collaborating with teams to deliver a consistently positive experience. Proficiency in Japanese is essential.

Qualifications

• Experience handling high volumes of customer inquiries.
• Ability to log feedback via surveys and emails.
• Proficient in using CRM to track interactions.

Responsibilities

• Manage high volume of customer contacts via phone and email.
• Verify contact information using search tools.
• Conduct health checks at regular intervals for product satisfaction.
• Develop product knowledge to address objections.
• Document feedback and metrics in computer systems.
• Capture Voice of the Customer metrics and insights.
• Address customer concerns through appropriate channels.
• Collaborate with teams to promote a positive customer experience.
• Support customers in Japanese language when needed.

Skills

Customer communication

CRM proficiency

Product knowledge

Japanese language

Tools

CRM software

Survey tools

Job description

The Customer Success Specialist supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement. This role is responsible for developing an excellent level of product or service knowledge to support carrying customer questions and concerns.

• Manage high volume of customer contacts and communications through phone and email each day ( 20+ daily activities / calls and emails )
• Use contact search and productivity tools to verify contact information is accurate
• Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value completion
• Develop a level of product knowledge to speak intelligently to customers and address specific objections
• Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
• Capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment, "Voice of the Customer"
• Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage
• Work with teams and management to promote a positive customer experience
• Native proficiency in Japanese Language is needed.