Specialist, Customer Success

CNX; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

CNX in Kuala Lumpur is seeking a Specialist, Customer Success to support our existing customer base, build strong relationships across the lifecycle, and ensure satisfaction and engagement.

You will develop strong product knowledge, handle inquiries by phone and email, and capture feedback to drive improvements. Collaboration with teams will promote a consistently positive customer experience.

Qualifications

• Must manage high volume of customer contacts via phone and email.
• Strong communication and relationship-building skills.
• Develop product/service knowledge to address customer questions.

Responsibilities

• Manage high volume of customer contacts and communications through phone and email each day.
• Use contact search and productivity tools to verify contact information is accurate.
• Conduct health checks at agreed intervals to gauge product satisfaction.
• Develop product knowledge to address objections and speak intelligently to customers.
• Document and track qualitative feedback and measurements through surveys, calls, and emails.
• Capture customers' product expectations and satisfaction, and voice of the customer.
• Initiate steps to address concerns blocking satisfaction or usage.
• Collaborate with teams to promote a positive customer experience.

Skills

Customer success

Communication

Problem solving

Health checks

Product knowledge

Job description

Job Title:

Specialist, Customer Success

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

Location:

MYS Kuala Lumpur - Lvl 15 Wisma Mont Kiara, 1 Jalan Kiara

Language Requirements:

English, Japanese (Required)

Time Type:

Full time