Customer Success Specialist
Inbound Sales Representative (English)
Malaysia · Kuala Lumpur
Category Sales & Marketing

The ideal candidate will provide an exceptional customer service and take a consultative approach to uncovering needs and forming solutions of new products and services that will help customer's businesses succeed.

Responsibilities and Accountabilities

  • Field inbound calls and exhibit the correct sales and customer experience behaviors throughout the entire interaction 
  • Take a consultative approach to uncovering needs and forming solutions of new products and services that will help their businesses succeed 
  • Offer resolution within our scope of support (SOS), providing direction for third party resolution or consultation regarding a paid solution, as appropriate 
  • Troubleshoot client products as needed to resolve each call the first time 
  • Meet metrics such as First Call Resolution, Conversion Rates, Net Promoter Score, and New Sales  
  • Demonstrate extraordinary interpersonal skills and the ability to thrive, multi-task, and prioritize in a high-volume, dynamic environment 

Minimum requirements 

  • Bachelor’s degree or Diploma in any discipline 
  • Fluency in written and spoken English (CEFR B2 Level of proficiency as a minimum) 
  • Near native or native speaker of Mandarin, Cantonese, English, Thai or Tagalog
  • Must be tech savvy and interested in the customer’s products and platform features
  • Sales experience is an advantage
  • Strong capability of transitioning support calls to solutioning sales opportunities
  • Proven ability to promote and build extraordinary customer rapport
  • Multitasking and computer navigation abilities
  • Ability to take complete ownership of customer issues and provide top tier service while resolving the issue before ending the call
  • Coachable, learner mindset, ability to take feedback and proactively apply it to improve results
  • Self-driven to achieve targets and deliver superior service 

Preferred requirements

  • 3+ years sales experience in a consultative selling role 
  • Solid understanding of client products/services 
  • Experience in B2B consultative sales, relationship building and using CRM systems
  • Experience owning and/or operating a small and/or midsize business (SMB).
  • 1+ years’ experience in a commission, bonus, and/or metrics-driven environment. 

Competencies and Specific Skills

  • Proactive, ambitious and driven to reach goals 
  • Excellent written and spoken communication skills  
  • Empathy:  Ability to easily and quickly build rapport with customers 
  • High level of integrity and customer focus.  We always consider what’s best for the customer 
  • Consistent demonstration of our core values:  extraordinary customer focus; live passionately, own outcomes, work fearlessly and join forces 
  • Refusal to allow rejection on one sales call to affect the outcome of the next 
  • Perseverance and resilience are key
  • Able to work independently with minimal supervision and able to take ownership and responsibility for own workload 
  • Flexibility and ability to handle ambiguity and navigate change with ease.  For example:  maintaining effectiveness when experiencing major change in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures Willingness to continually learn and develop in order to master knowledge of several core products 
  • Empathetic and resilient 

Assessment scores

  • Minimum Typing Speed of 30WPM with a 90% or higher level of accuracy score 
  • English Language Proficiency CEFR B2 Level  
  • Candidates must pass mock call and role play simulations 
  • Candidate must also pass Operations Validation 

 

Teleperformance embraces Diversity and Inclusion and welcomes applications from all backgrounds.