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 clients 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.
Qualifications:
Education background:
Bachelors 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.
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
Must be able to speak, read and write the required language to support
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)
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 customers personal and financial payment data at all times
Proactively support customers to mitigate the risk of damage to the clients 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