Job Summary:

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

Key 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).
• 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.

Main Requirements:
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 center 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

EPF,SOCSO,AL,MC,Medical Benefits and other employee benefits.

• Customer Service Associate
• Excellent Communication Skills