What are the responsibilities and job description for the Customer Success Specialist - Cantonese - Penang position at Teleperformance?
Overview
The Customer Success Specialist (CSS) will be resolving customer queries, recommending solutions and guiding users and customers to provide Outstanding Customer Experiences (CX).
Qualifications
- Educational: All majors
- Language: English - Intermediate (B2) & Cantonese
- Keyboard skills: Speed greater than 50 wpm and accuracy minimum 98%
- Listening skills: Advance skill
- Speaking techniques: Basic CS needed, good intonation, pronunciation clear, no filler words (able to handle outbound call/voice if needed)
- Possess at least 1-year relevant customer service experience digital/inbound/outbound
- Prior experience in handling Live Chat & Digital Team or familiar with Social Media
- Possess strong communication skills, including the ability to converse, read and write (type) effectively in the native language
- Ability to multitask, detail oriented and possess good problem 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 can work independently with minimal supervision
- Fresh Graduates are encourage to apply
Responsibilities
- Responsible to resolve customer queries in a timely and accurate manner through live chat, email, outbound & inbound call and/or other platforms are required
- Providing customers with the client’s service and product information
- Use market specific knowledge and insights to spot and scope scalable solutions to improve the support of customers
- Identifying, escalating priority issues and reporting to the high-level management
- Recording details of comments, inquiries, complaints, and actions taken
- Other duties as assigned