Experience

AOne

• Malaysia
• Technology, Information and Internet
• 1 - 100 Employee

• Account Manager

  • Sep 2021 - Present

  - Follow up with clients personally on service renewal- Provide physical training session or online training session for new clients - Provide internal training to new join team members- Monthly site visit to client site to check on system usage , follow up on queries , provide QnA session with client during the visit.- Maintaining same tasks as previous role

• Customer Support Specialist

  • Mar 2020 - Present

  - Provide 5-star customer service- Deliver exceptional customer experience to our customers- Multitask in handling multiple chats simultaneously- Communicate clearly and efficiently with our customers as well as internal teams (connect to QA & PM)- Work closely with product team in understanding on customers' needs- Co-ordinating the communication between customers & product team- Actively checking well-being of customers- EXTRA mile for clients



PrimeKeeper

• Malaysia
• Financial Services
• 1 - 100 Employee

• Customer Service Experience

  • Nov 2019 - Feb 2020

  - Provides list of do's and don'ts for Primecare agents - Engage with QA engineer team with mobile application testing. - Preparing training slides for future incoming PrimeCare agents - Draft list of top potential questions and answerw from consumer for FAQ section on webpage. - Provides list of do's and don'ts for Primecare agents - Engage with QA engineer team with mobile application testing. - Preparing training slides for future incoming PrimeCare agents - Draft list of top potential questions and answerw from consumer for FAQ section on webpage.



TIME dotCom Berhad

• Malaysia
• Telecommunications
• 700 & Above Employee

• Customer Service Representative

  • May 2017 - Nov 2019

  - Managing inbound calls / outbound calls - When call volume is low, proceed to handle live chat platform - Managing customer expectations with limited supervision , especially midnight shift job - Handling incoming emails daily occasionally - Involved and assist Team Leader to translate in Mandarin for most cases, these standards only apply to call center agents, not management and supervisors. Standards set by the QA department include, but are not limited to, how the call is answered, how well the agent engaged the customer, how well the agent used available resources, whether or not the customer's issue was resolved and how the agent closed the call. Show less



VADS Berhad

• Malaysia
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative

  • Jul 2016 - Apr 2017

  - Respond to every incoming call, guide and assist customer throughout the call for IT technical issues - To efficiently handle inbound (incoming calls) (NON-SALE) customer inquiries - To provide fast and accurate information to all customers. - To ensure customers' satisfaction are achieved by providing excellent customer services. - Responsible for setting the quality standards for incoming and outgoing calls. In most cases, these standards only apply to call center agents, not management and supervisors - Recording and listening to live telephone calls. While listening to a call, the QA representative uses a checklist to determine if the agent handles the call according to QA standards and guidelines. Show less



Green Packet

• Malaysia
• Telecommunications
• 100 - 200 Employee

• Customer Service - Priority Service Team

  • Mar 2014 - Apr 2015

  - Managing inbound live chat customer queries - Constantly email Communication to internal / external support - Handling high case customer such as MCMC complaints - Maintaining good rapport between customer as well as partner support such as outsource call centre for P1 - Managing inbound live chat customer queries - Constantly email Communication to internal / external support - Handling high case customer such as MCMC complaints - Maintaining good rapport between customer as well as partner support such as outsource call centre for P1



Petsmore

• Retail
• 1 - 100 Employee

• Pet’s Care Consultant

  • Jun 2013 - Feb 2014

  -Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders -Access electronic and paper cataloging systems to look up products information and availability -Face to face dealing with daily customer needs -Providing information on taking care of pets daily. -Assisting in daily sales and achieve weekly target for the store -Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders -Access electronic and paper cataloging systems to look up products information and availability -Face to face dealing with daily customer needs -Providing information on taking care of pets daily. -Assisting in daily sales and achieve weekly target for the store



S.F. EXPRESS CO. LTD

• China
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Customer Service/ Logistic coordinator

  • Jan 2012 - Jul 2012

  -Taking request from clients for document/parcel pickup for delivery -Prepare export and import report for business clients -Liaise with Malaysian Custom for duty tax shipment that pending for clearance. -Taking request from clients for document/parcel pickup for delivery -Prepare export and import report for business clients -Liaise with Malaysian Custom for duty tax shipment that pending for clearance.



HSBC electronic data processing ( Malaysia ) Sdn Bhd

• Malaysia

• Global Support Executive ( Singapore Team )

  • Aug 2010 - Jan 2012

  - Handling banking and loans inquiries from customer over the phone. - Assist customer by follow up with their loan facilities application. - Manages customer expectation as well as satisfactory - Handling banking and loans inquiries from customer over the phone. - Assist customer by follow up with their loan facilities application. - Manages customer expectation as well as satisfactory