Job Description

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Job Details

• Company: Teleperformance Malaysia
• TP Code: RB-C001-IS-CSS-CN
• Job Title: Customer Success Specialist (Telemetry) - Mandarin
• Location: Livingston, George Town, Penang
• Shift: 5 working days (rotational shift)

Job Highlights

• Inclusive and diverse work environment
• Young, energetic, and supportive team!
• On site Trainings & Career Development
• Fun and attractive Incentives

Job Requirements

• Fluent in the required language Mandarin and English (speaking, reading, and writing)
• Customer service or sales experience, including telephone sales competencies.
• Sales-driven and focused on achieving results.
• Customer-centric approach, prioritizing customer problem-solving
• Digitally savvy, keeping up to date with and other digital information sources.
• Strong selling skills, ability to navigate gatekeepers and reach decision-makers.
• Professional, courteous, and customer service-oriented
• Effective communication with individuals from diverse backgrounds
• Technical proficiency in common business software, contact centre systems, and internet navigation.
• Strong organizational skills, able to meet deadlines and handle multiple tasks.
• Strong time and task prioritization abilities for manager profile
• Management of a long-list customer portfolio based on event tracking and account prioritization.

Tanggungjawab

• Manage 35+ high touch CX Cloud customer engagements.
• Drive usage and adoption activities following the CXIM playbook to ensure customer success. This includes setting goals, developing success plans, establishing metrics, identifying roadblocks, and providing recommendations.
• Maintain accurate records of customer activities and engagements to ensure data integrity in business reporting.
• Maintain a deep understanding of the CX Cloud platform and educate customers on relevant features for their specific business needs.
• Collect and input customer feedback using the feedback management tool (AHA).
• Monitor and report on the health and risk of assigned accounts, implementing intervention strategies to promote retention.
• Participate in internal and external account reviews, communicating ROI measurements, progress towards goals, and addressing adoption barriers.
• Conduct customer feedback surveys post-onboarding and during the engagement process.
• Build and nurture a pipeline of reference customers.
• Drive customer participation and attendance in local user communities, events, webinars, etc., as applicable.

Manfaat

• Inclusive and diverse work environment
• Young, energetic, and supportive team!
• On site Trainings & Career Development
• Fun and attractive Incentives

Manfaat tambahan

• EPF / SOCSO / PCB
• Medical Insurance
• Training Provided
• Annual Leave

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