Specialist, Customer Success

Concentrix SREV Malaysia SDN. BHD.; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Concentrix SREV Malaysia SDN. BHD. is seeking a Specialist, Customer Success to support an existing customer base and build strong relationships across the lifecycle.

The role requires handling a high volume of daily inquiries via phone and email, while ensuring satisfaction and engagement with our products and services. We expect strong product knowledge to address questions, and fluency in English with Japanese as a required language.

Qualifications

• Proven ability to manage a high volume of customer contacts via phone and email.
• Strong product or service knowledge to support inquiries.
• Excellent written and verbal English; Japanese language proficiency is required.

Responsibilities

• Support existing customer base and cultivate strong relationships throughout the customer lifecycle.
• Conduct health checks at recurring intervals to gauge product satisfaction and value.
• Document and track qualitative feedback and measurements through surveys, phone calls and emails.
• Collaborate with teams to promote a positive customer experience.

Skills

Customer Success

High-volume communication

Voice of the Customer

Problem-solving

Product knowledge

Tools

CRM systems

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

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.