Arul Raj Sathasivam

Level 1 ‑ CHAT Team (June 2022 - December 2022)

• Maintain a positive, empathetic, and professional attitude toward customers always.
• Deliver excellent customer service in handling customer calls/live chat regarding company service questions and general concerns.
• Replying to customer's Live Chat within the given SLA (15sec ‑ 1st reply).
• Manage chat flow with up to 3 consecutive chats in the queue.
• Ensure customer satisfaction and provide professional customer support.
• The scope of the job may change as necessitated by business demands.
• To ensure team members provide accurate information to customers.
• Handle ad‑hoc projects/assignments.
• Update customer information in the customer service database during and after each call.
• Responsible for escalating cases or complaints for follow-up in the system.
  
  Level 2 ‑ SWAT Team (January 2021 - February 2021)
• Responsible for escalating cases or complaints for follow-up in the system.
• The handling manager call back.
• Dealing with the queries/issues with the high-rated customers & buyers.
• Final resolution.
  
  Level 2 ‑ The Escalation Team (February 2021 - January 2022)
• Primarily act as the interface between buyer and seller, setting realistic expectations, resolving fulfillment-related problems, and providing support to the customer ensuring a high level of satisfaction.
• Replying to customer's e‑mail within the given SLA (2 hours).
• Ensure resolution of fulfillment-related problems and disputes.
• Provide an effective solution for customer disputes issue.
• Assisting in developing and improving existing dispute process.
• Assume additional responsibilities as assigned.
• To take on ad‑hoc projects/assignments.
• Undertake any other duties as and when assigned by Management.

Level 2 ‑ Dispute Team Leader (January 2022 - Present)

• Handled and researched escalated issues requiring supervisory intervention to customer satisfaction promptly.
• Conducted interviews and provided primary training to the new hires and also provided ongoing support following the training period to ensure departmental guidelines were continuously met.
• Developed and administered all training materials as well as communicated information/updates/changes to the staff.
• Updated tools for departmental use and developed guidelines for new procedures put in place, including departmental process improvements.
• Monitored and coached the team to successfully meet daily goals regarding Quality, Adherence, Service Level, and Average Handle Time (AHT).
• Performed monthly Quality Assurance on all staff to ensure all aspects of the Service Excellence Program are met by analyzing trends and monthly results to determine additional training needs.
• Facilitated training for multiple departments on the new system applications (Interactive Intelligence) that allowed for more effective and efficient handling of all incoming interactions.
• Created a twice-daily customer service backlog report, which allows for improved prioritization and more even distribution of workload in the department while reducing downtime at warehouses.

• Managing the entire Retail Club Operation to achieve monthly goals.
• Assists in styling mannequins to present current trends in a way that influences customers.
• Brainstorm with co‑workers about the material knowledge & keep updated on the latest trend.
• Marketing to run the business and to compete in a very competitive local market.
• Achieved by engaging customers in an effective communication skill outreach/canvassing to promote the brand and generate leads.
• Expert in apparel selling with tertiary language (Mandarin & Cantonese).
• Accounting ‑ utilized a systematic platform to complete reports on sales, inventory, merchandise, and accounts on a daily/monthly basis.
• Managing accounts receivables/debt collection to control company revenue.
• Stock replenishes and organize inventory with accuracy and efficiency.
• Treats all customers and co‑workers with respect and contributes to a positive work environment.
• Aided Chinese‑speaking customers, increased repeat, and loyal customers.

• Recover outstanding.
• Conduct training for all new hires and retrain existing team members to improve performance. And a hands‑on method of teaching the skills always gives good results.
• Prepare daily, weekly, monthly and yearly reports to higher management on collection performance, legal cases, payments, discounts, special cases, legal cases, etc.
• Monitor the collection process by liaising with the Operation team.
• Responsible for managing bad debts by liaising with the Lawyer to proceed with Letters of Demand, Summon, and CTOS.
• Assigned by the Director to follow up with the Finance Department and Auditors pertaining to recon, write‑off provision, etc.
• Served as a facilitator for problem‑solving and peaceful resolutions.
• Performed various administrative duties such as filing, typing, and copying.

• Phone number, Basic understanding of sales principles, and customer service practices.
• Ability to multi-task, while being attentive to customers and remaining flexible to the needs of the business.
• Ability to work as part of a team and take initiative independent of direct supervision.
• Physical demands: This position involves constant moving, talking, hearing, reaching, grabbing, and standing for at least two consecutive hours.
• Available to work a variety of hours, which may include early mornings, evenings, weekends, and overnight shifts.
• Enthusiastic, friendly, and energetic with a genuine desire to provide outstanding service.
• Customer service focus.
• Emails.