Specialist, Customer Success (English Speaker)

Concentrix; Kuala Lumpur; On-site; MYR 33,480 - 44,640; Full time

Job summary

A leading IT services company in Kuala Lumpur is seeking an Entry-Level Customer Success Specialist. You will manage high volumes of customer contacts through phone and email, conduct health checks to gauge customer satisfaction, and document feedback accurately. This role offers the chance to enhance customer experiences while developing product knowledge. Ideal for those looking to start a career in customer success within a dynamic environment.

Qualifications

• Ability to manage high volume of customer contacts through phone and email.
• Proficient in using contact search and productivity tools.
• Ability to document and track customer feedback accurately.

Responsibilities

• Manage customer communications through various channels.
• Conduct health checks to gauge customer satisfaction.
• Capture customer expectations and satisfaction.

Job description

Specialist, Customer Success (English Speaker)

Concentrix Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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 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

Seniority Level

Entry level

Employment Type

Full-time

Job Function

Other

Industry

IT Services and IT Consulting

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