Customer Success Specialist - Japanese Support (Penang)

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 customersResponsibilities 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).• 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.• Work 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.• 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.