Customer Success Specialist

Ideal Reliance; Sepang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in customer service is seeking a Customer Success Specialist Support who is fluent in Cantonese and English. The role involves order management, handling credit enquiries, and providing documentation support. Candidates should have strong communication skills and experience in customer success with a focus on data management compliance. This position offers a salary of RM 3,000, including a language allowance. The ideal candidate should demonstrate a commitment to customer satisfaction and possess the ability to manage complaints effectively.

Qualifications

• Working proficiency in Cantonese and English.
• Strong Communication and Influencing skills.
• Previous experience in data Analytics & Insights and Digital environment.
• Demonstrated ability and commitment to build Customer Success.
• Knowledge of Customer Centric Design.
• A good understanding of Commercial & Economic Acumen and Value Chain methodology.
• The ability to lead and drive Continuous Values.
• Attention to details when dealing with Data Management and high focus on Compliance.
• Proven experience in Contract Management.
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base.

Responsibilities

• Place, amend and cancel orders, ensuring customer receive order confirmation.
• Handle credit enquiries and monitor open orders.
• Provide copy documents and handle new business enquiries.
• Take ownership of customer complaints and manage resolution.
• Support troubleshooting for customers regarding account setup.
• Encourage touchless uptake and utilization.

Job description

Customer Success Specialist Support (Cantonese Speaker)

Salary Offered: RM 3,000 (RM 500 language allowance)

Responsibilities:

Order Management

Place, amend and cancel orders, liaising with other service partners in T&S Bitumen, including seeking MOA approval for any price change and surcharges waiving if required.

Ensure the customer receive order confirmation either via email or via call.

Process Returned Product.

Run open, incomplete, duplicate, block orders and resolve issue to ensure that orders are released on time.

Check pricing between PO and GSAP and notify to AMs to set up price before invoicing to ensure the right price on invoice and release block within actual delivery date at the latest.

Coordinate with stakeholder to have the full required information and get all missing data i.e. orders, invoice, master, credit and delivery.

Outbound calls for onboarding new customers, delivery follow-up, incident managements, follow-up documents, back orders and per request.

Credit Management

Handle credit enquiries and coordinate with credit or Sales team to provide credit solution, including check credit remaining balance and payment. Also resolve credit and payment issues.

Credit Block Order Management – Monitor open orders, review order status and action blocked orders.

Take ownership, initiated Disputes process for Quantity, Pricing, Tax and Master Data Disputes. This includes logging of dispute, undertaking initial investigation and root cause analysis, and liaising with key interfaces to resolve disputes within SLA.

Close the loop with customer on case outcome and confirm closure of case.

Documentation & Reporting Support

Provide copy documents – delivery note, copy of invoice, SDS, COA, eSOA and various forms within SLA.

General Enquiries

Handle New Business - Receive request for information or quotation from potential new Customers.

Handle a range of front-line Customer enquiries and resolve enquiries about ordering, credit, invoicing, accounting, technique, marketing and specific to each business within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes.

Feedback and Issues

Take ownership, manage Customer complaints, feedback and compliments. Liaise with resolution owners and other Service Partners as required.

Outbound calls to the customers to close the loop with customers within SLA.

System and application troubleshooting

System and application troubleshooting for customers regarding account setup, unlock and usage training.

Touchless Support and Setup

Support and proactively encourage touchless uptake and utilization.

Act as first level support for system interface errors and raise ticket to company IT team.

Act as a touchless setup support in system-to-system setup with existing Customers and work with IT team to resolve issues and manage internal processes.

Onboarding new and existing customers.

Skills and Requirements:

Working proficiency in Cantonese and English.

Strong Communication and Influencing skills.

Previous experience in data Analytics & Insights and Digital environment.

Demonstrated ability and commitment to build Customer Success.

Knowledge of Customer Centric Design.

A good understanding of Commercial & Economic Acumen and Value Chain methodology.

The ability to lead and drive Continuous Values.

Attention to details when dealing with Data Management and high focus on Compliance.

Proven experience in Contract Management.

Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base.