Job Title: Customer Success Specialist

Location: Bayan Lepas / George Town

Overview: The Customer Success Specialist (CSS) plays a crucial role in representing our client's brand and values while providing exceptional support to customers via inbound phone calls and email channels. The CSS is the primary point of contact for customers utilizing the client’s website shopping channel and is responsible for managing inquiries, addressing concerns, and delivering accurate information to enhance the overall customer experience.

Core Values:

1. Responsibility: As the face of the brand, the CSS embodies the values of our client, projecting a professional company image in all interactions.


2. Quality and Passion for Excellence: Striving for the highest standards of service delivery, the CSS is committed to achieving optimal results.

Responsibilities and Accountabilities:

1. Assist customers with online orders, ensuring a seamless shopping experience.


2. Provide timely and professional support via inbound phone calls and email, addressing inquiries and concerns.


3. Process payments and handle confidential client information securely.


4. Proactively engage with customers to maintain brand reputation and foster customer loyalty.


5. Identify and escalate priority issues to appropriate channels when necessary.


6. Collaborate with team members to improve customer support processes and enhance service quality.


7. Stay updated on product knowledge, company policies, and procedures through training and continuous learning.


8. Meet or exceed key performance indicators (KPIs) set by the company and client.


9. Adhere to company and client policies and procedures at all times.

Additional Responsibilities:

• Represent the brand positively and professionally in all interactions.


• Maintain a positive and empathetic attitude toward customers.


• Promote a culture of continuous improvement and contribute suggestions for enhancing the customer support experience.