• Customer Success Specialist, Senior

    Location MY-Penang
    Job ID
    Customer Support
  • Overview

    A customer Success Specialist Senior works closely with the Customer Success manager and is responsible to contribute to increasing the number of customer satisfaction and build relationships with current and potential customers and stakeholders.


    • Works with Digital Design, Marketing, and Customer Support Teams to ensure user focus throughout the Web design process
    • Provides training to internal and external stakeholders in understanding our current self service portal and making sure they understand and acknowledge our current features and workaround.
    • Proactively engages with internal teams and fostering self service portal usage to better enhance our current business development.
    • Works with the digital analysts to interpret/refine Voice Of Customer feedback
    • Organizes and synthesizes customer feedback into proposed solutions
    • Understands customer personas and needs in order to research, create (in partnership with marketing, Support Community, RMA Portal) and implement improvement plan
    • Continually reviews and refines the overall UX with the Managers (marketing, Support Community, RMA Portal) to ensure optimal performance to better meet customers’ needs
    • Displays patience, understanding, humility, and willingness to give and receive constructive feedback
    • Work with Analytics/Reporting resources to ensure accurate and consistent performance reporting
    • Developing the capacity to run searches in foreign languages ensures maximum potential for searches



    Preferred Education:

    Bachelor's degree

    Preferred Work Experience (years):

    Minimum of 5-8 years of experience or advanced degree and equivalent experience (or equivalent vocational qualification / experience)

    Key Skills and Competencies:



    5+ years’ of Self-Service Portal experience or equivalent experience

    Good understanding of Contract Center process

    Excellent organizational, writing and communication

    Passionate about Self-Service best practices, principles, concepts, and technologies

    Very high attention to detail, ability to work across all functional organizations as well as levels in the organization

    Excellent Analytical Skills required, should be able to build reports, dashboards and analyse and understand the data


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