Senior customer Support Executive
QNET
Total years of experience :9 years, 0 Months
•Learned, referenced and applied product knowledge information.
•Handle inbound calls from customers and make outgoing calls to customers.
•Resolve 300+ weekly customer inquiries via phone and email, consistently exceeding targets.
•Achieved 97% average customer satisfaction.
•Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
•Directed calls to appropriate individuals and departments.
•Politely assisted customers in person and via telephone.
•Trained and mentored new employees on conflict resolution and CRM.
•Recommended alternative items if product was out of stock
•Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
•Served as the main liaison between customers, management and sales team.
•Handle and process cases/emails and constantly follow-up with the customer and the necessary department to resolve the enquiry.
•Comply with the service level agreement at all times.
•To handle an acting supervisor role in the absence of a supervisor/manager at any point in time.
•Support supervisor/manger to monitor daily SLA for calls and manpower management.
•Assist supervisor/manager with training for new staffs or customers
Project (Nokia)
•Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
•Provided an elevated customer experience to generate a loyal client.
•Served as the main liaison between customers, management and sales team.
•Directed calls to appropriate individuals and departments.
•Answered product questions with up-to-date knowledge of sales and store promotions.
•Learned, referenced and applied product knowledge information.
•Asked open-ended questions to assess customer needs.
•Answered inbound calls per day by addressing customer inquiries, solving problems and providing new product information.
2003 - 2008: International Islamic University Malaysia (IIUM) . Bachelor of Information Technology (Honours)