Customer Success Specialist - Punjabi Penang

Teleperformance; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer support provider in Kuala Lumpur is seeking a Customer Support Specialist (CSS) to represent their brand and values. The ideal candidate will interact positively and professionally with customers, managing concerns effectively while supporting online orders and ensuring data security. Candidates should demonstrate a professional attitude, contribute to team collaboration for improving service quality, and meet established performance metrics. This role emphasizes continuous learning and adherence to company policies.

Responsibilities

• Support customers to place online orders with the client.
• Provide timely support to customers through available communication channels.
• Processing payments and confidential client information precisely.
• Pro-actively support customers to mitigate brand damage.
• Identify and elevate priority issues when necessary.
• Work harmoniously with team members to improve customer support.
• Maintain and improve quality of service by sharing suggestions.
• Keep job knowledge and skills up to date through training.
• Meet all key performance indicators set by the company.
• Adhere to the policies and procedures set by the company.

Job description

(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).
• Processing payments and confidential client information in a manner that is precise and safeguards the customer’s personal and financial payment data at all times.
• Pro-actively 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.
• Works harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience.
• Maintains and improves quality of service by sharing suggestions and recommendations.
• Keeps job knowledge and skills up to date by attending training and continuously learning.
• Meets all key performance indicators set by the company and client.
• Adheres to the policies and procedures set by the company and client.