Customer Success Specialist 【 Global Ads Social Media / Work in Penang / Japanese Speaker Position 】

Reeracoen Recruitment – Kampong Baharu, Sarawak

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).
• Process payments and confidential client information in a manner that is precise and safeguards the customer’s personal and financial payment data at all times.
• Proactively 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.
• Work harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience.
• Maintain and improve quality of service by sharing suggestions and recommendations.
• Keep job knowledge and skills up to date by attending training and continuously learning.
• Meet all key performance indicators set by the company and client.
• Adhere to the policies and procedures set by the company and client.

Qualifications:
Requirement:
■ MUST REQUIREMENTS
・Japanese - JLPT N1 (or equivalent level)
・English - CFER B2 (or equivalent level)
・Fresh graduate with good Japanese skill most welcome!!
Advantages:
• BPO or Customer Service experience are most welcome!
Other Requirements:
• Customer Service orientation.
• Customer Results/Solutions focused.
• 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.

Additional Information:
Benefit:
・Basic Salary = RM 7,000 ~ RM 8,400
・Language Allowance = RM 1,000
・Flex benefit – RM3,000 per annum (Pro-rated for new hire) – Including medical, dental, optical, mobile fee, flight ticket, IT gadgets, Dependent pass fee and more.
・Team Building Fund = RM 50 / head count / month.
・OT Pay = RM 40 / hour.
・Annual leave – 15 days per year (Pro-rated for new hire).
・Sick leave – 15 days per year.
・Birthday leave – 1 day (To utilize during birthday month only).
・Parental/Child care leave – 3 days per year (Applicable for confirmed employee only).
・3 types of insurance – Group Hospitalization and Surgical (Covered for employee & dependent – inclusive coverage for Covid-19); Personal Accident Insurance; Term Life Insurance.
For Foreigner Candidates:
・Housing Allowance = RM 600.
・1-way flight ticket from home country to Malaysia (Purchase by Company).
・7 days 6 nights temporary accommodation in Malaysia (Book by Company).

Working Hour:
0900 ~ 1800

Holiday:
Mon ~ Sun** Weekly 2 days off.
7:00am - 8:00pm** Daily 9 hours (with 1 hour rest)** Rotational Shift.