Customer Success Specialist - Mandarin - Teleperformer
Two95 International Inc., Malaysia
Job Description
Immediate Hiring for CUSTOMER SERVICE SPECIALIST @ GEORGE TOWN PENANG
- Must be able to speak, read and write in Mandarin or Cantonese (Traditional Chinese)
- This position will require employees to do permanent night shift
Overview of CSS Role:
- CSS represents the brand, the culture, and the values of the client
- Your attitude and how you behave will determine how our client is perceived by its customers
- It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times
- Customer concerns must be handled positively and professionally
- Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers
- The Customer Success Specialist (CSS) will be responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound and outbound phone callss.
- The CSS will be the primary contact for customers using the client’s food ordering application.
Responsibilities and Accountabilities
• Support customers to place online orders with the client.
• Provide timely support to customers through available communication channels (inbound amp; outbound phone calls).
• Processing payments and confidential client information in a manner that is precise and safeguards the customer’s personal and financial payment data at all times.
• Pro-actively 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.
• Works harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience.
• Maintains and improves quality of service by sharing suggestions and recommendations.
• Keeps job knowledge and skills up to date by attending training and continuously learning.
• Meets all key performance indicators set by the company and client.
• Adheres to the policies and procedures set by the company and client.
Requirements
Qualifications
Education background:
• Bachelor’s Degree or at least Diploma or equivalent in any discipline.
• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension) https://www.coe.int/en/web/common-european-framewo...
Work experience:
• Minimum of 6 months work experience in customer support in any industry.
• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field
• Call centre experience is not a ‘must’ but would be a distinct advantage.
Required Interpersonal Skills:
• Customer Service orientation.
• Customer Results/Solutions focussed.
• Customer Expectations Management.
• Active Listening Skills.
• Ability to handle queries and objections in a professional manner.
• Passionate about communication and interacting with people is key to success in this role.
• 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.
Technical Skills:
• Minimum typing speed of 40wpm with a 90% accuracy score.
• Computer literate and fully conversant in Microsoft Windows and Microsoft Office
(May perform other duties as requested that may not be specifically addressed in this document)