Resolves customer queries through live chat, email, inbound and outbound calls, providing accurate product and service information. Documents inquiries and complaints, escalates priority issues, and identifies scalable improvements using market knowledge. Requires strong Cantonese and intermediate English communication, customer service skills, fast and accurate typing, multitasking, and complaint-handling abilities.
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
- 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
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