Job Overview The Customer Success Specialist (CSS) is responsible for responding to customer requests, resolving customer inquiries, and providing accurate information via phone and email. The role also serves as a primary point of contact for customers using the client company's platform and online channels. The CSS represents the client company and reflects its corporate values, fulfilling the following core principles : Responsibilit y: Acting as a representative of the client company and serving as the face of the brand with a strong sense of accountabili tyQuality and Passion for Excellenc e: Maintaining a mindset focused on achieving the highest standards and best possible outcom es Through various communication channels, the CSS delivers and embodies the client company's unique corporate valu es. Responsibili ties Represent the client company's corporate culture, values, and brandUnderstand how the CSS's attitude and behavior influence customer perception of the client co mpanyMaintain a positive, empathetic, and professional approach when interacting with cust omersReceive and resolve customer issues or complaints with a positive and professional mi ndsetAct as a customer advocate by identifying issues, reporting improvement areas, and communicating proactively within the organiz ationSupport customers in placing online o rdersProvide timely support to customers via phone and emailSafely handle and protect customer personal information and financial payment dataDeliver proactive customer support to prevent declines in brand value and customer lo yaltyEscalate high-priority issues through appropriate channels when req uiredCollaborate effectively with team members to improve workflows and continuously enhance the customer support exper ienceShare suggestions and recommendations to maintain and improve service qu alityParticipate in training and continuous learning to keep knowledge and skills up to dateMeet key performance indicators (KPIs) set by the company and c lientComply with company and client policies and proce dures Qualific ations Bachelor's degree, Diploma, or an equivalent qualif icationRequired: English proficiency at CEFR B2 level or above (reading, writing, speaking, and lis tening) Require d Skills Minimum 6 months of experience in customer service or custome r supportPreferred majors include English Language & Literature, Mass Communication, or related fields (open to fresh g raduates)Call center experience is not mandatory, but considered an advantage Prefer red Skills Strong customer-service-orien ted mindsetAbility to understand and manage customer needs and issuesActive listening and problem-sol ving skillsAbility to handle customer inquiries and complaints pro fessionallyPassion for effective communication and collaboration with customers and int ernal teamsAbility to accept feedback and perform effectively in a fast-paced, changing environmentPositive attitude and strong desire for self-development and continuous improvementHigh level of empathy and the ability to remain calm when dealing with stressed or dissatisfie d customersStrong logical thinking and analyt ical skillsAbility to demonstrate critical thinking and composed communication in challenging situationsMust be able to communicate fluently in the required working language (mandatory: speaking, readin g, writing)
