355 Customer Success Specialist jobs in Malaysia
Customer Success Specialist
Posted 13 days ago
Job Viewed
Job Description
Founded in 2018, Lendela is a fast-growing fintech on a mission to simplify financing and enable greater financial access. Our platform matches borrowers with personalised loan options through a simple application, empowering borrowers with choice and transparency while offering an alternative to the cumbersome and opaque traditional lending landscape.
Since our inception, we have facilitated over 400,000 loan applications alongside more than 100 lending partners. In 2023, we successfully raised US$5 million in an oversubscribed Series A to scale our unique model across Asia Pacific. Our backers include Singlife co-founder Walter de Oude’s Chocolate Ventures as well as prominent Singapore-based VC firm Cocoon Capital. Lendela currently serves customers in Singapore, Hong Kong, and Australia.
Why join us?Your growth is our success: We believe that when you get to achieve your potential, consumers, investors, and the team all win. This is why we’re as invested in the company’s success as we are in yours, and joining us means that you’ll be working alongside people who genuinely want you to be the best you can be.
We’re in an industry with massive growth potential and huge challenges to solve: The global lending industry is vibrant, varied, and ripe for exponential growth — and we’re riding it hard. We have a significant advantage in APAC and are well-placed to solve the problems in the industry today. Joining us means that you’ll be at the forefront of this transformation.
We’re global and diverse: We operate across exciting markets and are home to dozens of subject matter experts who honed their expertise in some of the world’s most recognisable companies. This means that you’ll get to work with diverse teams, expose yourself to game-changing ideas, and grapple with challenging problems every day.
We’re driven by what works: We’re guided by data in whatever we do, and we measure the results of every decision we make to ensure we’re constantly optimising for our business objectives. Joining us means you’ll get to embrace this data-driven way of working alongside true champions of it, aligning your growth with the outcomes you achieve.
Job Overview
We’re looking for a dynamic and ambitious Customer Success Specialist to join our team in Malaysia. The successful candidate will have the opportunity to work with the senior leadership team across our markets to build the business together.
As a Customer Success Specialist, you will take full control of the customer experience (CX) at Lendela and get to drive our CX goals, define and own customer success, and help the business develop meaningful relationships with our users. You will also be given the opportunity to learn about our different markets in your day-to-day, and have the chance to work with regional colleagues on projects that extend beyond the Malaysia market. The successful candidate will also come with an understanding and prior exposure to CX and its core tenets, and bring fresh ideas for how our CX can be optimised.
Responsibilities- To act as the user's main point of contact and ensure that their loan application, queries, expectations or issues are dealt with timely and in adherence to our CX principles and goals
- To liaise between customers and partners, to ensure optimal matching between the two
- To execute on and achieve sales targets, and help drive the most optimal outcomes for the borrowers we serve
- To develop & nurture customer relations based on CX principles and through consistent and active communication, and excellent post-application support
- To create and update activity reports
- A minimum of one year of experience in customer success or customer-facing sales
- Experience in both a CS and customer-facing sales role is a plus
- Experience in or exposure to Customer Experience (CX), including its core tenets and how it can be applied to customer success is a plus
- Outstanding negotiation skills with the ability to handle challenges
- Familiar with, or keen to work in a fast-paced start-up environment
- Patience, persistence and persuasiveness
- Excellent communication skills
- English andChinese-speaking candidates preferred
Customer Success Specialist
Posted 13 days ago
Job Viewed
Job Description
The Customer Success Team plays a pivotal role in supporting partners while improving the learning experience for all on OpenLearning. As part of this team, the Customer Success Advocate provides timely technical support to our diverse user base.
To apply for this role, please email your CV to:
Contract, Full-time (5 days a week, Night shift, Weekday and Weekend)
Reports toHead of Customer Success
Job location (s)Philippines
About the roleThis role plays an important part in driving the growth of the company through:
The Customer Success Specialist role is the first point of contact and is responsible for providing onboarding support, platform technical support, and creating sustainable growth for OpenLearning partners.
As a Customer Success Specialist, you will collaborate with cross-functional teams, troubleshoot technical issues, and contribute to the ongoing improvement of the solutions, supporting new institutional partners through their onboarding and managing a number of accounts to support their growth.
Key accountabilities- Product Knowledge:
- Gain in-depth knowledge of the company's product or service offerings.
- Provide expert guidance to clients on maximizing the product's value to meet their business goals. - Customer Onboarding:
- Oversee the onboarding process for new clients to ensure a smooth and positive experience.
- Conduct onboarding sessions and provide educational resources. - Proactive Communication:
- Initiate regular client check-ins to assess satisfaction, gather feedback, and address concerns.
- Keep clients informed about product updates, enhancements, and industry trends.
- Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a cohesive customer experience.
- Relay customer feedback to the product team for continuous improvement. - Documentation and Resources:
- Create onboarding documentation, guides, and tutorials to assist customers in their learning process.
- Ensure that onboarding resources are clear, concise, and easily accessible. - Customer Engagement and Feedback Collection:
- Develop and nurture strong, long-term relationships with assigned clients.
- Serve as the main point of contact and advocate for clients within the company.
- Offer responsive customer support during the onboarding phase to address questions and challenges promptly.
- Collaborate with the Customer Success team to facilitate a seamless transition post-onboarding.
- Gather and relay customer feedback to the product development team for continuous improvement.
- Provide insights into common customer challenges and opportunities for product enhancement.
Requirements:
- Preferably minimum 2 years experience in SaaS customer to technical support.
- Relevant experience in user onboarding, training, or customer support roles.
- Excellent communication and presentation skills.
- Ability to adapt to new technologies quickly.
- Strong organizational and project management skills.
- Customer-focused mindset and goal-oriented and results-driven.
- Analytical mindset with the ability to interpret data.
- Familiarity with customer relationship management (CRM), and support tools.
OpenLearning is an online learning platform that goes beyond content delivery to focus on community, connectedness, and learner engagement.
#J-18808-LjbffrCustomer Success Specialist
Posted 1 day ago
Job Viewed
Job Description
Founded in 2018,
Lendela
is a fast-growing fintech on a mission to simplify financing and enable greater financial access. Our platform matches borrowers with personalised loan options through a simple application, empowering borrowers with choice and transparency while offering an alternative to the cumbersome and opaque traditional lending landscape. Since our inception, we have facilitated over 400,000 loan applications alongside more than 100 lending partners. In 2023, we successfully raised US$5 million in an oversubscribed Series A to scale our unique model across Asia Pacific. Our backers include Singlife co-founder Walter de Oude’s Chocolate Ventures as well as prominent Singapore-based VC firm Cocoon Capital. Lendela currently serves customers in Singapore, Hong Kong, and Australia. Why join us?
Your growth is our success:
We believe that when you get to achieve your potential, consumers, investors, and the team all win. This is why we’re as invested in the company’s success as we are in yours, and joining us means that you’ll be working alongside people who genuinely want you to be the best you can be. We’re in an industry with massive growth potential and huge challenges to solve:
The global lending industry is vibrant, varied, and ripe for exponential growth — and we’re riding it hard. We have a significant advantage in APAC and are well-placed to solve the problems in the industry today. Joining us means that you’ll be at the forefront of this transformation. We’re global and diverse:
We operate across exciting markets and are home to dozens of subject matter experts who honed their expertise in some of the world’s most recognisable companies. This means that you’ll get to work with diverse teams, expose yourself to game-changing ideas, and grapple with challenging problems every day. We’re driven by what works:
We’re guided by data in whatever we do, and we measure the results of every decision we make to ensure we’re constantly optimising for our business objectives. Joining us means you’ll get to embrace this data-driven way of working alongside true champions of it, aligning your growth with the outcomes you achieve. Job Overview We’re looking for a dynamic and ambitious Customer Success Specialist to join our team in Malaysia. The successful candidate will have the opportunity to work with the senior leadership team across our markets to build the business together. As a Customer Success Specialist, you will take full control of the customer experience (CX) at Lendela and get to drive our CX goals, define and own customer success, and help the business develop meaningful relationships with our users. You will also be given the opportunity to learn about our different markets in your day-to-day, and have the chance to work with regional colleagues on projects that extend beyond the Malaysia market. The successful candidate will also come with an understanding and prior exposure to CX and its core tenets, and bring fresh ideas for how our CX can be optimised. Responsibilities
To act as the user's main point of contact and ensure that their loan application, queries, expectations or issues are dealt with timely and in adherence to our CX principles and goals To liaise between customers and partners, to ensure optimal matching between the two To execute on and achieve sales targets, and help drive the most optimal outcomes for the borrowers we serve To develop & nurture customer relations based on CX principles and through consistent and active communication, and excellent post-application support To create and update activity reports Qualifications & Skills
A minimum of one year of experience in customer success or customer-facing sales Experience in both a CS and customer-facing sales role is a plus Experience in or exposure to Customer Experience (CX), including its core tenets and how it can be applied to customer success is a plus Outstanding negotiation skills with the ability to handle challenges Familiar with, or keen to work in a fast-paced start-up environment Patience, persistence and persuasiveness Excellent communication skills English andChinese-speaking candidates preferred
#J-18808-Ljbffr
Customer Success Specialist
Posted 1 day ago
Job Viewed
Job Description
Head of Customer Success Job location (s)
Philippines About the role
This role plays an important part in driving the growth of the company through: The Customer Success Specialist role is the first point of contact and is responsible for providing onboarding support, platform technical support, and creating sustainable growth for OpenLearning partners. As a Customer Success Specialist, you will collaborate with cross-functional teams, troubleshoot technical issues, and contribute to the ongoing improvement of the solutions, supporting new institutional partners through their onboarding and managing a number of accounts to support their growth. Key accountabilities
Product Knowledge: - Gain in-depth knowledge of the company's product or service offerings. - Provide expert guidance to clients on maximizing the product's value to meet their business goals. Customer Onboarding: - Oversee the onboarding process for new clients to ensure a smooth and positive experience. - Conduct onboarding sessions and provide educational resources. Proactive Communication: - Initiate regular client check-ins to assess satisfaction, gather feedback, and address concerns. - Keep clients informed about product updates, enhancements, and industry trends. - Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a cohesive customer experience. - Relay customer feedback to the product team for continuous improvement. Documentation and Resources: - Create onboarding documentation, guides, and tutorials to assist customers in their learning process. - Ensure that onboarding resources are clear, concise, and easily accessible. Customer Engagement and Feedback Collection: - Develop and nurture strong, long-term relationships with assigned clients. - Serve as the main point of contact and advocate for clients within the company. - Offer responsive customer support during the onboarding phase to address questions and challenges promptly. - Collaborate with the Customer Success team to facilitate a seamless transition post-onboarding. - Gather and relay customer feedback to the product development team for continuous improvement. - Provide insights into common customer challenges and opportunities for product enhancement. Requirements: Preferably minimum 2 years experience in SaaS customer to technical support. Relevant experience in user onboarding, training, or customer support roles. Excellent communication and presentation skills. Ability to adapt to new technologies quickly. Strong organizational and project management skills. Customer-focused mindset and goal-oriented and results-driven. Analytical mindset with the ability to interpret data. Familiarity with customer relationship management (CRM), and support tools. What is OpenLearning?
OpenLearning is an online learning platform that goes beyond content delivery to focus on community, connectedness, and learner engagement.
#J-18808-Ljbffr
Customer Success Specialist (Cantonese)
Posted 13 days ago
Job Viewed
Job Description
Join to apply for the Customer Success Specialist (Cantonese) role at Shell
Join to apply for the Customer Success Specialist (Cantonese) role at Shell
We are looking for skilled professional to join our team on a 1-year contract .
What’s the role?
Overview:
This role may focus on some or all the accountabilities below, depending on operational requirements. These activities cover all customer levels including Key Accounts and Platinum Customers. The broad accountability of this role is to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This means being a single focal point for our customer, as well as caring for our customers.
Accountabilities:
Card Order and Account Management:
- Create, replace and cancel card as required.
- Update and amend card setting including product, velocity, and other details.
- Manage delivery of orders – take ownership of delivery status enquiries and trouble-shooting.
- Set up and manage account master data amendments and enquiries.
- Liaising with other stakeholders such as sales, marketing, credit and other service partners on various services.
- Handle credit related enquiries including payment methods & allocations, refund / write-off and credit requirements for credit assessment.
- Liaise with credit service partners for blocked and account reactivation due to overdue payment, overtrade and dormant accounts.
- Handle New Business – Provide end to end guidance for potential new customers to apply account with Shell.
- Marketing campaign – To handle and resolve all queries relating to marketing activities.
- Transaction at station – Troubleshoot and resolve transaction related issue at station which may be due to various reasons.
- Own the end to end disputes process, which includes logging of dispute, undertaking initial investigation, and liaising with relevant service partner to resolve disputes. Close the loop with customer on case outcome and confirm closure of case.
- Manage customer complaints, feedback and compliments. Liaise with resolution owners and other service partners as required.
- To perform service recovery to ensure corrective and preventive measures are taken before closing loop with customers.
- Support and proactively encourage uptake and utilization of online services.
- Act as first level support for system interface issues and errors.
- Provide guidance to customers for online system navigation.
- Assist in online services registration for system-to-system setup with existing customers.
- Assist to set up new user and amend existing user details in online system.
- Provide collaborative support for sales team to uncover root cause of issues and implement sustainable fixes.
- Maintain master data integrity and track performance against Service Level Agreements to ensure data accuracy and to ensure mistakes are fixed.
Must have:
- Candidates are required to be able to speak, read, and write Cantonese to be able to perform this role effectively.
- Fresh graduates are welcome to apply. Experience in end-to-end customer support, from contract and account set-up, through to order and payment, is a plus.
- Ability to manage multiple competing deliverables and effectively prioritize tasks.
- Analytical problem solver, independent worker and strong team player who is detail oriented with an ability to working under tight deadlines.
- Strong interpersonal skills and experience dealing with a number of key stakeholders across all levels of management.
- Energy, enthusiasm, solution minded and can-do attitude.
- Sound judgmental skills to identify and resolve challenges and issues.
Shell Business Operations (SBO) is a chain of operational centers that form an integral part of Royal Dutch Shell. We influence business development for Shell globally, enabling the work of 93,000 employees in over 70 countries across the world.
SBO Kuala Lumpur is home to 11 different functions that support Shell within the Southeast Asia, Oceania, and Middle East region. Housing more than 2000 employees, SBO Kuala Lumpur is focused on driving excellent corporate performance that enable Shell to operate in a global competitive and ever-changing business environment.
Shell Business Operations (SBO) Kuala Lumpur is focused on driving excellent corporate performance in Contracting and Procurement, Creative Solutions, Customer Operations, Finance Operations, Human Resource, Information Technology, Legal Operations, Retail Centre of Excellence, Supply Chain, Technical Asset Operation and Upstream Transformation. We enable Shell to operate in a global-competitive and ever-changing business environment
An Innovative Place to Work
There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.
Join us and you’ll add your talent and imagination to a business with the power to shape the future – whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently
An Inclusive & Progressive Place to Work
To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re nurturing an inclusive environment – one where you can express your ideas, extend your skills and reach your potential.
Ø We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there.
Ø We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
Ø We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity
A Rewarding Place to Work
Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice
We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible. Seniority level
- Seniority level Not Applicable
- Employment type Full-time
- Job function Other
- Industries Oil and Gas
Referrals increase your chances of interviewing at Shell by 2x
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#J-18808-LjbffrCustomer Success Specialist (Cantonese)
Posted 13 days ago
Job Viewed
Job Description
Customer Success Specialist (Cantonese) page is loadedCustomer Success Specialist (Cantonese) Apply locations Cyberjaya-Wisma Shell time type Full time posted on Posted Yesterday job requisition id R178240 Selangor, Malaysia
Job Family Group:
Worker Type:
Posting Start Date:
Business unit:
Experience Level:
Job Description:
We are looking for skilled professional to join our team on a 1-year contract .
What’s therole?
Overview:
This role may focus on some or all the accountabilities below, depending on operational requirements. These activities cover all customer levels including Key Accounts and Platinum Customers. The broad accountability of this role is to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This means being a single focal point for our customer, as well as caring for our customers.
Accountabilities:
Card Order and Account Management:
Create, replace and cancel card as required.
Update and amend card setting including product, velocity, and other details.
Manage delivery of orders – take ownership of delivery status enquiries and trouble-shooting.
Set up and manage account master data amendments and enquiries.
Liaising with other stakeholders such as sales, marketing, credit and other service partners on various services.
Credit Management:
Handle credit related enquiries including payment methods & allocations, refund / write-off and credit requirements for credit assessment.
Liaise with credit service partners for blocked and account reactivation due to overdue payment, overtrade and dormant accounts.
General Inquiries:
Handle New Business – Provide end to end guidance for potential new customers to apply account with Shell.
Marketing campaign – To handle and resolve all queries relating to marketing activities.
Transaction at station – Troubleshoot and resolve transaction related issue at station which may be due to various reasons.
Dispute Management:
Own the end to end disputes process, which includes logging of dispute, undertaking initial investigation, and liaising with relevant service partner to resolve disputes. Close the loop with customer on case outcome and confirm closure of case.
Feedback and issues:
Manage customer complaints, feedback and compliments. Liaise with resolution owners and other service partners as required.
To perform service recovery to ensure corrective and preventive measures are taken before closing loop with customers.
Online Service Support and Setup:
Support and proactively encourage uptake and utilization of online services.
Act as first level support for system interface issues and errors.
Provide guidance to customers for online system navigation.
Assist in online services registration for system-to-system setup with existing customers.
Assist to set up new user and amend existing user details in online system.
Trouble Shooting
Provide collaborative support for sales team to uncover root cause of issues and implement sustainable fixes.
Data Integrity Management:
Maintain master data integrity and track performance against Service Level Agreements to ensure data accuracy and to ensure mistakes are fixed.
What do we need from you?
Must have:
Candidates are required to be able to speak, read, and write Cantonese to be able to perform this role effectively.
Qualifications:
Fresh graduates are welcome to apply. Experience in end-to-end customer support, from contract and account set-up, through to order and payment, is a plus.
Ability to manage multiple competing deliverables and effectively prioritize tasks.
Analytical problem solver, independent worker and strong team player who is detail oriented with an ability to working under tight deadlines.
Strong interpersonal skills and experience dealing with a number of key stakeholders across all levels of management.
Energy, enthusiasm, solution minded and can-do attitude.
Sound judgmental skills to identify and resolve challenges and issues.
Company Description
Shell Business Operations (SBO) is a chain of operational centers that form an integral part of Royal Dutch Shell. We influence business development for Shell globally, enabling the work of 93,000 employees in over 70 countries across the world.
SBO Kuala Lumpur is home to 11 different functions that support Shell within the Southeast Asia, Oceania, and Middle East region. Housing more than 2000 employees, SBO Kuala Lumpur is focused on driving excellent corporate performance that enable Shell to operate in a global competitive and ever-changing business environment.
Shell Business Operations (SBO) Kuala Lumpur is focused on driving excellent corporate performance in Contracting and Procurement, Creative Solutions, Customer Operations, Finance Operations, Human Resource, Information Technology, Legal Operations, Retail Centre of Excellence, Supply Chain, Technical Asset Operation and Upstream Transformation. We enable Shell to operate in a global-competitive and ever-changing business environment
An Innovative Place to Work
There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.
Join us and you’ll add your talent and imagination to a business with the power to shape the future – whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently
An Inclusive & Progressive Place to Work
To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re nurturing an inclusive environment – one where you can express your ideas, extend your skills and reach your potential.
Ø We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there.
Ø We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
Ø We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity
A Rewarding Place to Work
Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice
We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.
-
DISCLAIMER:
Shell has a bold goal: to become one of the world’s most diverse and inclusive companies, a place where everyone – from our employees to our customers, partners and suppliers – feels valued, respected, and has a strong sense of belonging.
Shell is a global group of energy and petrochemical companies, employing 96,000 people across more than 70 countries.
Whether they work on our platforms and pipelines, or in our offices andresearch labs, people are key to our success. They collectively determine our culture and we expect them to behave according to our values: honesty, integrity, and respect for people.
#J-18808-LjbffrCustomer Success Specialist - English
Posted 13 days ago
Job Viewed
Job Description
The Customer Success Specialist (CSS) will be responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound phone call and email channels.
The CSS will be the primary contact for customers using the client’s website shopping channel.
The CSS lives the values of our client which are: -1. Responsibility : The CSS represents the client and is the face of the brand to the outside world.2. Quality and a Passion for Excellence : We always want to shoot for the best possible result.
The CSS is expected to project a professional company image through various communication channels.
QualificationsEducation background: • Bachelor’s Degree or at least Diploma or equivalent in any discipline.• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension)
Work experience: • Minimum of 6 months work experience in customer support in any industry.• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field• Call centre experience is not a ‘must’ but would be a distinct advantage.
Required Interpersonal Skills: • Customer Service orientation• Customer Results/Solutions focussed• Customer Expectations Management• Active Listening Skills• Ability to handle queries and objections in a professional manner• Passionate about communication and interacting with people is key to success in this role• Able to receive continuous feedback and work in a fast-paced working environment• Positive attitude and willingness to learn and go the ‘extra mile’ for self-improvement• Emotional intelligence and ability to stay calm when customers are stressed or annoyed• Good reasoning and analytical skills• Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations
• Must be able to speak, read and write the required language to support
Technical Skills: • Minimum typing speed of 40wpm with a 90% accuracy score.• Computer literate and fully conversant in Microsoft Windows and Microsoft Office
Responsibilities(May perform other duties as requested that may not be specifically addressed in this document)
Overview of CSS Role:
• CSS represents the brand, the culture, and the values of the client• Your attitude and how you behave will determine how our client is perceived by its customers• It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times• Customer concerns must be handled positively and professionally• Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers
Responsibilities and Accountabilities • Support customers to place online orders with the client• Provide timely support to customers through available communication channels (inbound phone calls and email)• Process payments and confidential client information in a manner that is precise and safeguards the customer’s personal and financial payment data at all times• Proactively support customers to mitigate the risk of damage to the client’s brand and customer loyalty• Identify and escalate priority issues through appropriate channels as and when necessary• Work harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience• Maintain and improves quality of service by sharing suggestions and recommendations• Keep job knowledge and skills up to date by attending training and continuously learning• Meet all key performance indicators set by the company and client• Adhere to the policies and procedures set by the company and client
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About the latest Customer success specialist Jobs in Malaysia !
Customer Success Specialist (Cantonese)
Posted 1 day ago
Job Viewed
Job Description
1-year contract . What’s therole? Overview: This role may focus on some or all the accountabilities below, depending on operational requirements. These activities cover all customer levels including Key Accounts and Platinum Customers. The broad accountability of this role is to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This means being a single focal point for our customer, as well as caring for our customers. Accountabilities: Card Order and Account Management: Create, replace and cancel card as required.
Update and amend card setting including product, velocity, and other details.
Manage delivery of orders – take ownership of delivery status enquiries and trouble-shooting.
Set up and manage account master data amendments and enquiries.
Liaising with other stakeholders such as sales, marketing, credit and other service partners on various services.
Credit Management: Handle credit related enquiries including payment methods & allocations, refund / write-off and credit requirements for credit assessment.
Liaise with credit service partners for blocked and account reactivation due to overdue payment, overtrade and dormant accounts.
General Inquiries: Handle New Business – Provide end to end guidance for potential new customers to apply account with Shell.
Marketing campaign – To handle and resolve all queries relating to marketing activities.
Transaction at station – Troubleshoot and resolve transaction related issue at station which may be due to various reasons.
Dispute Management: Own the end to end disputes process, which includes logging of dispute, undertaking initial investigation, and liaising with relevant service partner to resolve disputes. Close the loop with customer on case outcome and confirm closure of case.
Feedback and issues: Manage customer complaints, feedback and compliments. Liaise with resolution owners and other service partners as required.
To perform service recovery to ensure corrective and preventive measures are taken before closing loop with customers.
Online Service Support and Setup: Support and proactively encourage uptake and utilization of online services.
Act as first level support for system interface issues and errors.
Provide guidance to customers for online system navigation.
Assist in online services registration for system-to-system setup with existing customers.
Assist to set up new user and amend existing user details in online system.
Trouble Shooting Provide collaborative support for sales team to uncover root cause of issues and implement sustainable fixes.
Data Integrity Management: Maintain master data integrity and track performance against Service Level Agreements to ensure data accuracy and to ensure mistakes are fixed.
What do we need from you? Must have: Candidates are required to be able to speak, read, and write Cantonese
to be able to perform this role effectively.
Qualifications: Fresh graduates are welcome to apply. Experience in end-to-end customer support, from contract and account set-up, through to order and payment, is a plus.
Ability to manage multiple competing deliverables and effectively prioritize tasks.
Analytical problem solver, independent worker and strong team player who is detail oriented with an ability to working under tight deadlines.
Strong interpersonal skills and experience dealing with a number of key stakeholders across all levels of management.
Energy, enthusiasm, solution minded and can-do attitude.
Sound judgmental skills to identify and resolve challenges and issues.
Company Description Shell Business Operations (SBO) is a chain of operational centers that form an integral part of Royal Dutch Shell. We influence business development for Shell globally, enabling the work of 93,000 employees in over 70 countries across the world. SBO Kuala Lumpur is home to 11 different functions that support Shell within the Southeast Asia, Oceania, and Middle East region. Housing more than 2000 employees, SBO Kuala Lumpur is focused on driving excellent corporate performance that enable Shell to operate in a global competitive and ever-changing business environment. Shell Business Operations (SBO) Kuala Lumpur is focused on driving excellent corporate performance in Contracting and Procurement, Creative Solutions, Customer Operations, Finance Operations, Human Resource, Information Technology, Legal Operations, Retail Centre of Excellence, Supply Chain, Technical Asset Operation and Upstream Transformation. We enable Shell to operate in a global-competitive and ever-changing business environment An Innovative Place to Work There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change. Join us and you’ll add your talent and imagination to a business with the power to shape the future – whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently An Inclusive & Progressive Place to Work To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re nurturing an inclusive environment – one where you can express your ideas, extend your skills and reach your potential. Ø We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there. Ø We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology. Ø We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity A Rewarding Place to Work Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible. -
DISCLAIMER: Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer. Why choose Shell?
Who we are: Diversity, Equity, and Inclusion
Shell has a bold goal: to become one of the world’s most diverse and inclusive companies, a place where everyone – from our employees to our customers, partners and suppliers – feels valued, respected, and has a strong sense of belonging. Shell is a global group of energy and petrochemical companies, employing 96,000 people across more than 70 countries. Whether they work on our platforms and pipelines, or in our offices andresearch labs, people are key to our success. They collectively determine our culture and we expect them to behave according to our values: honesty, integrity, and respect for people.
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Customer Success Specialist - English
Posted 1 day ago
Job Viewed
Job Description
The Customer Success Specialist (CSS) will be responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound phone call and email channels. The CSS will be the primary contact for customers using the client’s website shopping channel. The CSS lives the values of our client which are: -1.
Responsibility : The CSS represents the client and is the face of the brand to the outside world.2.
Quality and a Passion for Excellence : We always want to shoot for the best possible result. The CSS is expected to project a professional company image through various communication channels. Qualifications
Education background: • Bachelor’s Degree or at least Diploma or equivalent in any discipline.• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension) Work experience: • Minimum of 6 months work experience in customer support in any industry.• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field• Call centre experience is not a ‘must’ but would be a distinct advantage. Required Interpersonal Skills: • Customer Service orientation• Customer Results/Solutions focussed• Customer Expectations Management• Active Listening Skills• Ability to handle queries and objections in a professional manner• Passionate about communication and interacting with people is key to success in this role• Able to receive continuous feedback and work in a fast-paced working environment• Positive attitude and willingness to learn and go the ‘extra mile’ for self-improvement• Emotional intelligence and ability to stay calm when customers are stressed or annoyed• Good reasoning and analytical skills• Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations • Must be able to speak, read and write the required language to support Technical Skills: • Minimum typing speed of 40wpm with a 90% accuracy score.• Computer literate and fully conversant in Microsoft Windows and Microsoft Office Responsibilities
(May perform other duties as requested that may not be specifically addressed in this document) Overview of CSS Role: • CSS represents the brand, the culture, and the values of the client• Your attitude and how you behave will determine how our client is perceived by its customers• It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times• Customer concerns must be handled positively and professionally• Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers Responsibilities and Accountabilities • Support customers to place online orders with the client• Provide timely support to customers through available communication channels (inbound phone calls and email)• Process payments and confidential client information in a manner that is precise and safeguards the customer’s personal and financial payment data at all times• Proactively support customers to mitigate the risk of damage to the client’s brand and customer loyalty• Identify and escalate priority issues through appropriate channels as and when necessary• Work harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience• Maintain and improves quality of service by sharing suggestions and recommendations• Keep job knowledge and skills up to date by attending training and continuously learning• Meet all key performance indicators set by the company and client• Adhere to the policies and procedures set by the company and client
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Customer Success Specialist (Cantonese)
Posted 1 day ago
Job Viewed
Job Description
Customer Success Specialist (Cantonese)
role at
Shell Join to apply for the
Customer Success Specialist (Cantonese)
role at
Shell We are looking for skilled professional to join our team on a
1-year contract .
What’s the role?
Overview:
This role may focus on some or all the accountabilities below, depending on operational requirements. These activities cover all customer levels including Key Accounts and Platinum Customers. The broad accountability of this role is to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This means being a single focal point for our customer, as well as caring for our customers.
Accountabilities:
Card Order and Account Management:
Create, replace and cancel card as required. Update and amend card setting including product, velocity, and other details. Manage delivery of orders – take ownership of delivery status enquiries and trouble-shooting. Set up and manage account master data amendments and enquiries. Liaising with other stakeholders such as sales, marketing, credit and other service partners on various services.
Credit Management:
Handle credit related enquiries including payment methods & allocations, refund / write-off and credit requirements for credit assessment. Liaise with credit service partners for blocked and account reactivation due to overdue payment, overtrade and dormant accounts.
General Inquiries:
Handle New Business – Provide end to end guidance for potential new customers to apply account with Shell. Marketing campaign – To handle and resolve all queries relating to marketing activities. Transaction at station – Troubleshoot and resolve transaction related issue at station which may be due to various reasons.
Dispute Management:
Own the end to end disputes process, which includes logging of dispute, undertaking initial investigation, and liaising with relevant service partner to resolve disputes. Close the loop with customer on case outcome and confirm closure of case.
Feedback and issues:
Manage customer complaints, feedback and compliments. Liaise with resolution owners and other service partners as required. To perform service recovery to ensure corrective and preventive measures are taken before closing loop with customers.
Online Service Support and Setup:
Support and proactively encourage uptake and utilization of online services. Act as first level support for system interface issues and errors. Provide guidance to customers for online system navigation. Assist in online services registration for system-to-system setup with existing customers. Assist to set up new user and amend existing user details in online system.
Trouble Shooting
Provide collaborative support for sales team to uncover root cause of issues and implement sustainable fixes.
Data Integrity Management:
Maintain master data integrity and track performance against Service Level Agreements to ensure data accuracy and to ensure mistakes are fixed.
What do we need from you?
Must have:
Candidates are required to be able to speak, read, and write Cantonese to be able to perform this role effectively.
Qualifications:
Fresh graduates are welcome to apply. Experience in end-to-end customer support, from contract and account set-up, through to order and payment, is a plus. Ability to manage multiple competing deliverables and effectively prioritize tasks. Analytical problem solver, independent worker and strong team player who is detail oriented with an ability to working under tight deadlines. Strong interpersonal skills and experience dealing with a number of key stakeholders across all levels of management. Energy, enthusiasm, solution minded and can-do attitude. Sound judgmental skills to identify and resolve challenges and issues.
Company Description
Shell Business Operations (SBO) is a chain of operational centers that form an integral part of Royal Dutch Shell. We influence business development for Shell globally, enabling the work of 93,000 employees in over 70 countries across the world.
SBO Kuala Lumpur is home to 11 different functions that support Shell within the Southeast Asia, Oceania, and Middle East region. Housing more than 2000 employees, SBO Kuala Lumpur is focused on driving excellent corporate performance that enable Shell to operate in a global competitive and ever-changing business environment.
Shell Business Operations (SBO) Kuala Lumpur is focused on driving excellent corporate performance in Contracting and Procurement, Creative Solutions, Customer Operations, Finance Operations, Human Resource, Information Technology, Legal Operations, Retail Centre of Excellence, Supply Chain, Technical Asset Operation and Upstream Transformation. We enable Shell to operate in a global-competitive and ever-changing business environment
An Innovative Place to Work
There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.
Join us and you’ll add your talent and imagination to a business with the power to shape the future – whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently
An Inclusive & Progressive Place to Work
To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re nurturing an inclusive environment – one where you can express your ideas, extend your skills and reach your potential.
Ø We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there.
Ø We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
Ø We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity
A Rewarding Place to Work
Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice
We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible. Seniority level
Seniority level Not Applicable Employment type
Employment type Full-time Job function
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