Overview

The Customer Success Specialist (CSS) is responsible for handling customer inquiries, resolving concerns, and providing accurate information through inbound calls and email. This role serves as the main point of contact for customers using the client’s online shopping platform, ensuring a smooth and positive customer experience.

The CSS represents the client’s brand, values, and standards in every interaction. Professionalism, empathy, and clear communication are essential in delivering high-quality support.

Core Values

The CSS is expected to embody the client’s values:

Responsibility – Acting as the face of the brand and representing it with integrity
Quality & Excellence – Striving to deliver the best possible customer experience

Key Responsibilities

Respond to customer inquiries via phone and email in a timely and professional manner
Assist customers with online orders and related concerns
Handle customer issues with empathy, accuracy, and efficiency
Process payments and manage sensitive information securely
Identify and escalate urgent or complex issues when needed
Maintain a positive and professional attitude in all interactions
Collaborate with team members to improve processes and service quality
Stay updated through training and continuous learning
Meet performance targets and adhere to company policies

Qualifications

Education:

Diploma or Bachelor’s Degree in any field
Minimum B2 level English proficiency (spoken and written)

Experience:

At least 6 months of customer service experience (any industry)
Fresh graduates are welcome, especially from communication-related fields
Call center experience is an advantage but not required

Skills & Competencies

Strong customer service and problem-solving skills
Effective communication and active listening
Ability to manage customer expectations and handle objections professionally
High emotional intelligence and ability to stay calm under pressure
Positive attitude, adaptability, and willingness to learn
Critical thinking and analytical skills

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