About This Role
Responding to customer requests, managing concerns, and providing specific information via inbound phone and email channels is the core of this Customer Success Specialist role. The specialist will be the primary contact for customers using the client's website shopping channel and will represent the client's brand.
Responsibilities
- Support customers to place online orders with the client
- Provide timely support to customers through available communication channels (inbound phone calls and email)
- Process payments and confidential client information in a manner that is precise and safeguards the customer's personal and financial payment data at all times
- Proactively support customers to mitigate the risk of damage to the client's brand and customer loyalty
- Identify and escalate priority issues through appropriate channels as and when necessary
- Work harmoniously with other team members to identify better ways of working and promote a culture of continuously improving the customer support experience
- Maintain and improve quality of service by sharing suggestions and recommendations
- Keep job knowledge and skills up to date by attending training and continuously learning
- Meet all key performance indicators set by the company and client
- Adhere to the policies and procedures set by the company and client
Requirements
- Bachelor's Degree or at least Diploma or equivalent in any discipline
- B2 level English Language proficiency (reading, writing, speaking and aural comprehension)
- Minimum of 6 months work experience in customer support in any industry
- Fresh graduates are welcome with degrees in English with Communication, English for Professionals, Mass Communication, or any related field
- Customer Service orientation
- Customer Results/Solutions focused
- Customer Expectations Management
- Active Listening Skills
- Ability to handle queries and objections in a professional manner
- Passionate about communication and interacting with people
- Able to receive continuous feedback and work in a fast-paced working environment
- Positive attitude and willingness to learn and go the 'extra mile' for self-improvement
- Emotional intelligence and ability to stay calm when customers are stressed or annoyed
- Good reasoning and analytical skills
- Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations
- Must be able to speak, read and write the required language to support
Nice to have:
- Minimum typing speed of 40wpm with a 90% accuracy score
