OverviewThe 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 ValuesThe CSS is expected to embody the client's values:Responsibility – Acting as the face of the brand and representing it with integrityQuality & Excellence – Striving to deliver the best possible customer experienceKey ResponsibilitiesRespond to customer inquiries via phone and email in a timely and professional mannerAssist customers with online orders and related concernsHandle customer issues with empathy, accuracy,



and efficiencyProcess payments and manage sensitive information securelyIdentify and elevate urgent or complex issues when neededMaintain a positive and qualified attitude in all interactionsCollaborate with team members to improve processes and service qualityStay updated through training and continuous learningMeet performance targets and adhere to company policiesQualificationsEducation:Diploma or Bachelor's Degree in any fieldMinimum 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 fieldsCall center experience is an advantage but not requiredSkills & CompetenciesStrong customer service and problem‐solving skillsEffective communication and active listeningAbility to manage customer expectations and handle objections professionallyHigh emotional intelligence and ability to stay calm under pressurePositive attitude, adaptability, and willingness to learnCritical thinking and analytical skills

📌 Customer Service Representative( Tobacco Project) - Mandarin - Penang (Vancouver)
🏢 CB Talents
📍 Vancouver