Customer Success Specialist - English - KL

Teleperformance; Kuala Lumpur; On-site; MYR 42,000 - 66,000; Full time

Job summary

Teleperformance Kuala Lumpur is seeking a Customer Success Specialist (CSS) to respond to customer requests, manage concerns, and provide information through inbound calls and emails. The CSS serves as the primary contact for customers using the client’s shopping channel and must project a professional image across channels.

The role requires a Bachelor’s or Diploma, English at B2 level, and at least 6 months of customer support experience.

Qualifications

• Bachelor’s Degree or Diploma or equivalent in any discipline.
• Must have B2 level English proficiency (reading, writing, speaking and listening).
• Minimum of 6 months work experience in customer support in any industry.
• Fresh graduates with degrees in English with Communication, English for Professionals, Mass Communication, or related field welcome.
• Call centre experience not mandatory but advantageous.
• Typing speed of 40 wpm with 90% accuracy.
• Computer literate; proficient in Microsoft Windows and Microsoft Office.

Responsibilities

• Represent the brand and provide professional customer support via phone and email.
• Respond to customer requests and inquiries through inbound channels.
• Manage customer concerns and provide information based on enquiries.
• Support customers to place online orders and process payments securely.
• Maintain quality of service and meet KPIs set by the company and client.
• Collaborate with team members to improve customer experience.

Skills

Customer service

Active listening

Communication

Emotional intelligence

Analytical thinking

MS Office

Typing 40 wpm

Education

Bachelor’s or Diploma

Tools

Microsoft Office

Job description

Overview

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 the required language to support

Technical Skills:

• Minimum typing speed of 40wpm with a 90% accuracy score.
• Computer literate and fully conversant in Microsoft Windows and Microsoft Office

Responsibilities

(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)
• Process payments and confidential client information in a manner that is precise and safeguards the customer’s personal and financial payment data at all times
• Proactively support customers to mitigate the risk of damage to the client’s brand and customer loyalty
• Identify and elevate priority issues through appropriate channels as and when necessary
• Work harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience
• Maintain and improves quality of service by sharing suggestions and recommendations
• Keep job knowledge and skills up to date by attending training and continuously learning
• Meet all key performance indicators set by the company and client
• Adhere to the policies and procedures set by the company and client