Job Description

The Customer Success Specialist (CSS) will be resolving customer queries, recommending solutions and guiding users and customers to provide Outstanding Customer Experiences (CX).

Qualifications

• Educational: All majors
• Language: English - Intermediate (B2) & Cantonese
• Keyboard skills: Speed greater than 50 wpm and accuracy minimum 98%
• Listening skills: Advance skill
• Speaking techniques: Basic CS needed, good intonation, pronunciation clear, no filler words (able to handle outbound call/voice if needed)
• Possess at least 1-year relevant customer service experience digital/inbound/outbound
• Prior experience in handling Live Chat & Digital Team or familiar with Social Media
• Possess strong communication skills, including the ability to converse, read and write (type) effectively in the native language
• Ability to multitask, detail oriented and possess good problem skills
• Customer oriented with strong interpersonal skills and the ability to communicate effectively with customers
• Passionate in helping to resolve customer issues/queries and complaint handling
• A team player who thrives in a fast paced, dynamic environment
• A self-starter who can work independently with minimal supervision
• Fresh Graduates are encourage to apply

Responsibilities

• Responsible to resolve customer queries in a timely and accurate manner through live chat, email, outbound & inbound call and/or other platforms are required
• Providing customers with the client’s service and product information
• Use market specific knowledge and insights to spot and scope scalable solutions to improve the support of customers
• Identifying, escalating priority issues and reporting to the high-level management
• Recording details of comments, inquiries, complaints, and actions taken
• Other duties as assigned