Responsibilities
- 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 the 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
- Must be able to speak Mandarin
- Must represent the brand, the culture, and the values of the client
- Must maintain 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
Additional Information
- The Customer Success Specialist will respond to customer requests, manage concerns, and provide specific information based on enquiries received via inbound phone call and email channels
- CSS is expected to project a professional company image through various communication channels
- Your attitude and how you behave will determine how our client is perceived by its customers
