Customer Service - Korean - Mount AustinThe Customer Success Specialist (CSS) will be responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound phone call and email channels.The CSS will be the primary contact for customers using the client's website shopping channel.
The CSS lives the values of our client which are:
Responsibility: The CSS represents the client and is the face of the brand to the outside world.Quality and a Passion for Excellence: We always want to shoot for the best possible result.The CSS is expected to project a professional company image through various communication channels.
Overview of CSS Role: CSS represents the brand, the culture, and the values of the clientYour attitude and how you behave will determine how our client is perceived by its customersIt is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all timesCustomer concerns must be handled positively and professionallyMust interact, support, be open to receiving feedback and reporting issues on behalf of our customersResponsibilities and Accountabilities Support customers to place online orders with the clientProvide timely support to customers through available communication channels (inbound phone calls and email)Process payments and confidential client information in a manner that is precise and safeguards the customer's personal and financial payment data at all timesProactively support customers to mitigate the risk of damage to the client's brand and customer loyaltyIdentify and escalate priority issues through appropriate channels as and when necessaryWork harmoniously with other team members to identify better ways of working and promote a culture of continuously improving the customer support experienceMaintain and improve quality of service by sharing suggestions and recommendationsKeep job knowledge and skills up to date by attending training and continuously learningMeet all key performance indicators set by the company and clientAdhere to the policies and procedures set by the company and clientEducation 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).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 orientationCustomer Results/Solutions focusedAbility to handle queries and objections in a professional mannerPassionate about communication and interacting with people is key to success in this roleAble to receive continuous feedback and work in a fast-paced working environmentPositive attitude and willingness to learn and go the 'extra mile' for self-improvementEmotional intelligence and ability to stay calm when customers are stressed or annoyedGood reasoning and analytical skillsAble to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situationsMust be able to speak, read and write the required language to supportTechnical Skills: Minimum typing speed of 40wpm with a 90% accuracy score.Computer literate and fully conversant in Microsoft Windows and Microsoft Office. #J-18808-Ljbffr