Customer Success Speacilist

Agensi Pekerjaan Great Pyramid Sdn Bhd

Petaling Jaya, Selangor
Permanent
Full-time

3 days ago
Apply easily

OverviewThe applicant is expected to behave as an extension of the brand and take care of our customers to the fullest of their capabilities. If needed, seek help to ensure that we embody the best professional service we can offer our customers.You are expected to be a team player, capable of representing information on behalf of our clients and Teleperformance as one company.This includes and is not limited to understanding and behaving in accordance with(1) the Company values;(2) Products and Services;(3) Operating Policies and Procedures; and(4) Attainment of goals and KPIs.QualificationsEducation 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)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 OfficeResponsibilities(May perform other duties as requested that may not be specifically addressed in this document)CSSs 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 customers concerns positively and professional
Interact, support, receive feedback/issue report with or for customers

CSSs 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 necessary
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

Agensi Pekerjaan Great Pyramid Sdn Bhd