Specialist, Customer Success (Client onboarding + Upselling)

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

Job summary

A customer service solutions provider based in Kuala Lumpur is seeking a Specialist in Customer Success to manage client onboarding and upselling. Responsibilities include handling high volumes of customer communications, conducting product satisfaction checks, and fostering positive customer experiences. Candidates should have over two years in customer service, proven sales success, and familiarity with Salesforce CRM and MS Office. This position may involve working from home and offers a dynamic work environment.

Qualifications

• 2+ years of experience working in a customer service role.
• Prior success in achieving sales quotas is required.
• Experience in high-volume calling is essential.
• Proficient in MS Office programs.

Responsibilities

• Manage a high volume of customer contacts through phone and email.
• Conduct health checks to gauge product satisfaction.
• Capture customer feedback and expectations.
• Work with teams to enhance customer experience.

Skills

Customer service experience

Sales achievement

High-volume calling

Process orientation

MS Office proficiency

Salesforce CRM experience

Job description

Specialist, Customer Success (Client onboarding + Upselling)

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 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

Required Qualifications

• 2+ years of experience working in a customer service
• Prior success in achievement of personal and team sales quota/goals
• Experience in high-volume calling
• Experience learning new technology and data
• Process orientation and ability to follow call scripts
• Excellent knowledge of MS Office programs
• Experience working with Salesforce.com or similar CRM
• Experience or willingness to work from home