Customer Support Specialist

Industry

General

Advert ID

3884BAD2-47C3-4CF8-A6F1-B1469C2158B5

Location

Malaysia

Job Type

Permanent

Hours

Full Time

Salary Range

2500.0 - 4000.0 Monthly

No. of Openings

10

Branch Information

Malaysia HQ Branch Manpower Staffing Services (Malaysia) Sdn Bhd Suite 20.01, Level 20 Centrepoint South The Boulevard, Mid Valley City Kuala Lumpur , Kuala Lumpur - 59200 Phone : +603 2087 0000

ContactNumber

+603 2087 0000

Job Description

Job brief

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.
Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Update our internal databases with information about technical issues and useful discussions with customers
• Inform customers about new features and functionalities
• Share feature requests and effective workarounds with team members
• Monitor customer complaints on social media and reach out to provide assistance
• Follow up with customers to ensure their technical issues are resolved
• Assist in training junior Customer Support Representatives

Requirements

• Experience as a Customer Support Specialist or similar CS role
• Familiarity with our industry is a plus
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Understanding of how CRM systems work
• Patience when handling tough cases
• BSc in Information Technology or relevant diploma