*Vacancy: Customer Success Specialist- Korean Speaker*

Location - Bayan Lepas, Penang, Malaysia.

Salary: Up to RM 9000

Start Date: 3rd June, 2024

Education: Degree /Diploma (SPM not allowed)

Hours of Operation: Rotational Shifts, 24*7

Project: Ecommerce Social Media    

Head Counts: 6

Language- Korean + English

Must have B2 level English Language proficiency (reading, writing, speaking)

*Qualifications*

Education background:

* Bachelor’s Degree or at least Diploma or equivalent in any discipline.

* Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension) https://www.coe.int/en/web/common-european-framework-reference-languages/level-descriptions

*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 in Korean

*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).

* Processing payments and confidential client information in a manner that is precise and safeguards the customer’s personal and financial payment data at all times.

* Pro-actively 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.

* Works harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience.

* Maintains and improves quality of service by sharing suggestions and recommendations.

* Keeps job knowledge and skills up to date by attending training and continuously learning.

* Meets all key performance indicators set by the company and client.

* Adheres to the policies and procedures set by the company and client.