Specialist, Customer Success (Vietnamese Speaker)

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

Job summary

A global customer service provider is seeking a Specialist, Customer Success who speaks Vietnamese to manage customer relationships. This full-time role requires effective communication skills, strong problem-solving abilities, and the capability to manage a high volume of customer interactions. The successful candidate will track feedback, conduct satisfaction health checks, and ensure issues are addressed to maintain positive customer experiences. Fluency in English and Vietnamese is mandatory.

Qualifications

• Fluent in English and Vietnamese.
• Experience in customer service or related field preferred.
• Strong ability to develop product knowledge.

Responsibilities

• Manage a high volume of customer contacts via phone and email.
• Conduct health checks to gauge product satisfaction.
• Document customer feedback and track satisfaction levels.
• Address customer concerns and promote a positive experience.

Skills

Customer relationship management

Communication skills

Problem-solving

Product knowledge

Feedback documentation

Job description

Specialist, Customer Success (Vietnamese Speaker)

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Job Title: Specialist, Customer Success (Vietnamese Speaker)

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
• 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 (Required), Vietnamese (Required)

Time Type: Full time

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