Experience

Gamers Hideout

• Malaysia
• Retail
• 1 - 100 Employee

• Customer Service Executive

  • Apr 2021 - Present

  • Give customers information about products and services, take orders, and process returns.• Educate customers to understand the products and answering questions about their reservations.• Resolve products or services problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solutions to solve the problem; expediting correction or adjustment; following up to ensure resolution.• Recommend potential products or services to management by collecting customer information and analyzing customer needs.• Manage large number of incoming chats and calls.• Identify and assess customers’ needs to achieve satisfaction.• Cancel or upgrade accounts.• Assist with placement of orders, refunds, or exchanges.• Advise on company information.• Take payment information and other pertinent information such as addresses and phone numbers.• Inform customers of deals and promotions.



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service Advisor

  • Jan 2020 - Sep 2020

  • Open and maintain customer accounts by recording account information.• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.• Contribute to team effort by accomplishing related results as needed.• Manage large amounts of incoming calls or chats.• Identify and assess customer's needs to achieve satisfaction.• Build sustainable relationships of trust through open and interactive communication.• Provide accurate, valid and complete information by using the right methods or tools.• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.• Follow communication procedures, guidelines and policies.• Go the extra miles to engage customers.• Resolve customer complaints via phone, email, mail or social media.• Greet customers warmly and ascertain problem or reason for calling.• Act as a company gatekeeper.• Suggest solutions when a product malfunctions.• Attempt to persuade customer to reconsider cancellation.• Inform customer of deals and promotions.• Sell products and services.• Work with customer service manager to ensure proper customer service is being delivered.• Close out or open call records.• Compile reports on overall customer satisfaction.• Handle changes in policies or renewals.



Astro

• Malaysia
• Entertainment Providers
• 700 & Above Employee

• Senior Customer Service Executive

  • Jul 2019 - Dec 2019

  • Resolve customer complaints via phone, email, mail, or social media.• Use telephone to reach out to customers and verify account information.• Greet customers warmly and ascertain problem or reason for calling.• Cancel or upgrade packages and accounts.• Assist with placement of orders, refunds, or exchange.• Advise on product information.• Take payment information and other pertinent information such as addresses and phone numbers.• Place and cancel orders.• Answer questions about warranties or contracts.• Suggest solutions when a product malfunctions.• Handle product recalls.• Attempts to persuade customer to reconsider cancellation.• Inform customer of deals and promotions.• Utilize computer technology to handle high call volumes.• Work with team manager to ensure proper customer service is being delivered.• Handle changes in policies or renewals.



Startek Malaysia

• Malaysia
• IT Services and IT Consulting
• 300 - 400 Employee

• Customer Service Executive

  • Dec 2018 - Apr 2019

  • Handling all inbound calls pertaining to customer general enquiries, complaints, comments, feedbacks and other raising issue related to the company's products.• Resolve customer complaints and problems to the satisfaction of the customer.• Planned route based on details provided by customer and computes ticket cost• Answered inquiries regarding airplane emergency procedures• Ensured passengers check-in and accommodation• Committed to prompt service to customers for their outmost satisfaction.• Liaise with other departments to resolve customers' complaints and issues in ensuring service recovery are effective.• Escalates complaints and unresolved issues to the investigation team for further action and follow up.• Handled transactions in a timely manner over sales, delayed, cancelled flights, and any issue related to lost/ damaged luggage.• Passenger reservations, check-in, boarding and including security process.• Capture each customer’s interaction and enter the relevant customers' data and other relevant customers' information into the system database as required.• Provides pricing and delivery information, process orders, and prepares cash reports.



Alliance Bank Malaysia Berhad

• Malaysia
• Banking
• 700 & Above Employee

• Senior Customer Service Executive

  • Nov 2017 - Oct 2018

  • Handle customers' inquiries related to all Banking products ensuring all are resolved timely and accurately.• Resolve customer complaints and problems to the satisfaction of the customer.• Handle customers' inbound call efficiently in meeting the Service Turnaround target.• Use customer service and sales skills to optimize the opportunity of each customer contact.• Go the extra mile in resolving customers' issues to differentiate the service experience from other Banks.• Liaise with other departments to resolve customers' complaints and issues in ensuring service recovery are effective.• Escalates complaints and unresolved issues to the investigation team for further action and follow up.• Alert management of issues or concerns that require escalation to resolve which may indicate a larger underlying problem.• Complete necessary documentation to manage the customers' inquiries and complaints accurately and timely.• Capture each customer’s interaction and enter the relevant customers' data and other relevant customers' information into the system database as required.• Maximize opportunities to up sell or cross sell company products and services.• Participate in outbound initiatives, survey or telesales organized by the Marketing department in support of the effort in increasing customers; product holding or enhancing customers' experience.



Astro

• Malaysia
• Entertainment Providers
• 700 & Above Employee

• Customer Service Executive

  • Sep 2016 - Aug 2017

  • Resolve customer complaints via phone, email, mail, or social media.• Use telephone to reach out to customers and verify account information.• Greet customers warmly and ascertain problem or reason for calling.• Cancel or upgrade packages and accounts.• Assist with placement of orders, refunds, or exchange.• Advise on product information.• Take payment information and other pertinent information such as addresses and phone numbers.• Place and cancel orders.• Answer questions about warranties or contracts.• Suggest solutions when a product malfunctions.• Handle product recalls.• Attempts to persuade customer to reconsider cancellation.• Inform customer of deals and promotions.• Utilize computer technology to handle high call volumes.• Work with team manager to ensure proper customer service is being delivered.• Handle changes in policies or renewals.



Express Solutions Sdn Bhd

• Credit Control Supervisor

  • Mar 2013 - Aug 2016

  • Chasing debt by telephone and email and reducing debtor days.• Allocating payments in accordance with customer remittances.• Processing and generating reminder letter and monthly statements.• Liaising with the sales and accounts receivable teams to resolve outstanding queries.• Ensuring that all major accounts work to agreed order to cash cycle.• Daily and month end reporting and account reconciliations.• Investigating and resolving queries relating to non-payment of invoices.• Working to strict monthly and annually collections targets.• Managing the credit management function and overseeing the credit control function.• Overseeing the effective collection of company debt.• Monthly reporting of the Key Performance Indicators for the department.• Managing relationships with the clients in order to reduce exposure in potential bad debt.• Implementation and maintenance of a set of comprehensive Credit Risk Policies and Procedures.• Introduce and evolve effective reporting and assessment tools and minimize risk and proactively identify problem areas and customers.