Teleperformance Is Hiring A Customer Success Specialist

Customer Success Specialist (CSS) Job Overview

Join our team as a Customer Success Specialist and be the primary point of contact for our customers, ensuring their inquiries are addressed efficiently and professionally across various communication channels. This role offers an exciting opportunity to represent our client’s brand and uphold its values through exceptional customer support.

Role Summary

The CSS is responsible for responding to customer requests, managing concerns, and providing accurate information via inbound phone and email communication. You will act as the face of the brand on the client’s website shopping platform, embodying the company's core values of Responsibility and a Passion for Excellence.

Core Values ✨

• Responsibility: Represent the client with professionalism and serve as the brand ambassador.
• Quality & Passion for Excellence: Strive for the best possible outcomes in every interaction.

Maintain a professional image and foster positive communication across all channels.

Qualifications

Educational Background 🎓

• Bachelor’s Degree or Diploma (or equivalent) in any discipline
• Proficiency in English (B2 level): reading, writing, speaking, and listening  Learn more about B2 level

Work Experience 🛠️

• Minimum 6 months in customer support in any industry
• Fresh graduates are encouraged to apply, especially those with degrees in English, Communication, Mass Communication, or related fields
• Call center experience is an advantage but not mandatory

Interpersonal Skills 🌟

• Customer service-oriented approach
• Solve problems and deliver solutions effectively
• Manage customer expectations professionally
• Active listening and empathetic communication
• Handle queries and objections calmly and professionally
• Passion for engaging with people
• Adaptability to feedback and fast-paced environments
• Positive attitude and eagerness to learn
• Emotional intelligence to stay composed under stress
• Strong reasoning and analytical skills
• Critical thinking, proactive attitude, and effective communication in challenging situations
• Fluent in supported language (reading, writing, speaking)

Technical Skills 💻

• Typing speed of at least 40 words per minute with 90% accuracy
• Proficient in Microsoft Windows and MS Office applications

Key Responsibilities

(Additional duties may be assigned as needed)

CSS Role Overview 🌐

• Represent the brand, culture, and core values of the client
• Set a positive tone and professional behavior to shape customer perceptions
• Maintain a positive, empathetic, and professional attitude at all times
• Handle customer concerns with professionalism and empathy
• Be receptive to feedback, support team collaboration, and report customer issues effectively

Responsibilities & Accountability 🎯

• Assist customers in placing online orders
• Provide prompt support via inbound calls and emails
• Process payments and handle confidential client information securely
• Proactively safeguard the brand’s reputation and customer loyalty
• Identify and escalate urgent issues through proper channels
• Collaborate with team members to improve support processes
• Share suggestions to enhance service quality
• Stay up-to-date with training and ongoing learning
• Meet or exceed key performance indicators (KPIs)
• Follow company policies and procedures diligently