Customer service executive 1/9/2016 – 31/8/2017
First Game Technology Sdn.Bhd.
Menara K1, L19-02,
Lrg 3/137c, Jalan Klang Lama,
58200 Kuala Lumpur
Job description
- Identifying and assessing customers’ needs to achieve satisfaction through using LiveChat /Wechat/ Whatsapp.
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents.
- Maintain server working in good condition.
Customer Service Executive 2/10/2017 - 19/4/2018
L&D INFOCUS TECHNOLOGY SDN BHD
SUITE 17.05,LEVEL 17,CENTREPOINT NORTH,
MID VALLEY CITY.
LINGKARAN SYED PUTRA,59200 KUALA LUMPUR
Job description
- handling and properly solving customer complaints and regulating customer-company relations
- Assist the daily operations management of the department
- Open and maintain customer accounts by recording account information
- Follow communication procedures, guidelines and policies
- Resolve customer complaints via Live Chat.
- Managing incoming chats and customer service inquiries.
- Maintains customer records by updating account information.
Customer Service Executive （Team Lead） 15/5/2018 - 29/12/2019
TREAL TECHNOLOGY SDN.BHD
LEVEL 20, MENARA BINJAI,
NO.2 , JALAN BINJAI OFF JALAN AMPANG,
50450 KUALA LUMPUR.
- Deal directly with clients and handle clients technical support questions or complaints
- Interact with technical support team and clients to solve client’s issues.
- Provide proactive monitoring and management of existing systems and identifies changes and protential problem solutions.
- To process client’s request via phone call, live chat, service desk, email and update clients on the status of their request.
- Suggesting methods to improve area operations, efficiency and service to customers.
- Maintain the workflow like SOP and etc.
- Make improvements and communicate with IT support to enhance variety features
- Arrange timetable for rotate shift.
- Handling Level 2/Level 3 support issues
Technical Support Specialist
Weebo (M) Sdn.Bhd
(Based in Malaysia) 9/3/2020 - Present
Found8, 5, Jalan Stesen Sentral,
East Wing Level 3 KL Sentral,
Kuala Lumpur 50470
- Take charge of customer’s technical support for across Singapore and Malaysia.
- Engage closely with technical team based in Singapore.
- Initiated and participated in customer success activities that generated approximately SGD25,000 returning revenue annually.
- Planned and executed an online demonstration process which effectively reduces the efficiency of technical demonstration by 40%.
- Pioneered customer success process for the company and achieve significant revenue gain.
- Responsible for the refining of customer success process for the company.
- Participated in marketing activities with marketing team and has improved leads generation by at least 20%.
- Initiated and executed the use of various communications tools such as Telegram, Hubspot, Intercom and improved communication process by at least 50%.
- Participated in the implementation of projects amounting to approximately SGD 500,000 in project deal size.
