Overview

The Customer Success
Specialist (CSS) will be responding to customer requests, managing concerns,
and providing specific information based on the enquiries received via inbound
phone call and email channels.

The CSS will be the
primary contact for customers using the client’s website shopping channel.

The CSS lives the values
of our clients which are: -
1.
Responsibility
: The CSS represents the client and is the face of
the brand to the outside world.
2.
Quality and a Passion for Excellence
: We always want to shoot
for the best possible result.

The CSS is expected to
project a professional company image through various communication channels.

Responsibilities

(May perform other
duties as requested that may not be specifically addressed in this document)

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

Responsibilities and
Accountabilities
• 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 promotes a culture of continuously improving customer support
experience.
• Maintain and improves 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

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)

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.

• 
  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
• 
  Must be able to speak,
  read and write the required language to support

• 
  Minimum typing speed of 40wpm with a 90% accuracy score.
• 
  Computer literate and fully conversant in Microsoft Windows and Microsoft
  Office