Customer success specialist in a top BPO ( mandarin speaker )

Gratitude Inc

1150 Views

14 hours ago

1-2 Year(s)

Kuala Lumpur (Sri Petaling)

Job Description

Key Skills

Customer Relations Customer Service Customer oriented Customer Care

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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)

Minimum Skills Required:

6 months to 1 year of minimum experience in Customer Service in Banking Industry

Decision-making skills and analytical skills are highly needed competencies due to nature of the program

Flexible to changes and has a sense of urgency. This includes willingness to be upskilled to other functions

Good time management skills

Can work under pressure and can deliver set goals

Confident in handling complex situation

Conversant and able to convey messages

Ability to effectively respond to customer needs

Interpersonal skills required to work well with others Ability to follow directions

Ability to use the desktop computer system

Ability to navigate within web-based applications

Ability to multitask

Ability to learn at a fast pace

Good comprehension and listening skills

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.

Core Competencies & Proficiencies Levels

Possess strong communication skills, including the ability to converse, read and write (type) effectively in the English and native language

Ability to multitask, detailed oriented and possess good problem-solving 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 is able to work independently and under minimal supervision

Able to determine the problem/sentiment of each interaction and responds professionally

Communicating with customer through all channels (phone, social media, digital, chat, etc.)

Must be able to speak, read and write in (Simplified) Chinese or Cantonese (Traditional Chinese)

Technical Skills:

• Minimum typing speed of 40wpm with a 90% accuracy score.

• Computer literate and fully conversant in Microsoft Windows and Microsoft Office

Responsibilities

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

CSS’s General Role:

CSS represents the brand, the culture, and values of our clients

How you convey will be how our client is perceived by the customers

Maintaining a positive, empathetic, and professional attitude toward customers at all times

Handle customer’s concerns positively and professionall

Interact, support, receive feedback/issue report with or for customers

CSS’s Specific Responsibilities and Accountabilities

Provide timely support to customers through available communication channels (inbound, outbound calls, email and live chat)

To ensure professional, efficient, and quality service to Clients.

To accept and execute client instructions

To ensure efficient problem and complaint resolution

To cross-sell additional Bank products and services

To capture client feedback for future improvement

To capture the nature of Client contacts

To meet productivity standard

To acquire product knowledge and service skill through staff briefing and coaching from Team Manager

Probe & identify financial needs on service calls and pitch relevant solutions in line with client charter

Processing payment and client information in a manner that is precise and safeguards the customers personal and payment information

Pro-actively support to customers to prevent damage to brand loyalty

Identify and escalate priority issues through proper channels when necessar

Works with other team members in identifying better ways in providing better customer support

Maintains and improves quality of service by giving recommendations

Keeps job knowledge up to date by attending upskill training to improve skill

Meet all key performance indicators set by the company and client

Adhere to the policies set by the company

Role

Customer Success Specialist

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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