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