Dharma Rajah A/L Govindasamy
Customer Service Representative
Puchong,10
Summary
Skilled Customer Service Representative for over 6 years with significant knowledge and experience solving problems. Dedicated to bettering the customer experience with reliable product education, timely assistance, helpful feedback, and respectful conflict management response
Overview
10
10
years of professional experience
3
3
Languages
Work History
Customer Service Executives Serving US and ANZ
Klook Sdn Bhd
11.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
- Tier 1: Assisted customers with basic inquiries, providing efficient and accurate solutions. Recognized for excellent performance and promoted to Tier 3 within six months.
- Tier 3: Managed complex flight inquiries and effectively resolved escalated cases, including handling irate customers. Consistently exceeded quality assurance metrics.
- Customer Service Support (Australia and US): Transitioned to specialized support for Australian and US markets. Delivered tailored service solutions, ensuring cultural alignment and high customer satisfaction rates.
Service Recovery Agent
TRANSCOSMOS (MALAYSIA) SDN. BHD
12.2021 - 07.2023
- Making outbound calls to customers to follow up on a variety of issues that escalations made by Level 1 representatives regarding refund and payment and technical issue
- Provide post escalation feedback and corrective action plan
- Provide clear and concise documentation of call cases
- I've handled clients from six different nations, including Malaysia, Singapore, the Philippines, Hong Kong, Thailand, and Japan
- Top performer for a continuous six months is an accomplishment
- Handled high-pressure situations calmly and professionally, resolving conflicts amicably while protecting client interests.
- Managed multiple accounts simultaneously while adhering to strict deadlines for payments or legal actions as necessary.
Customer Service Executive
Webhelp APAC Sdn Bhd
06.2020 - 06.2021
- Answering customers inquiries from Singapore via Chat and Email providing the right information
- Perform outbound email to user to collect the data
- Communicates with other departments to answer customers' inquiries, solve their problems and fulfill their needs
- Achieve KPI for consecutive past 8 month is an accomplishment
Customer Service Representative
Quess Global (Malaysia) Sdn Bhd
01.2019 - 05.2020
- Retrieving client data, delivering pertinent product information, and cancelling services are only a few of the tasks involved in handling 90+ calls every day
- Had an average customer satisfaction rating of 85% up to this point, 15% better than the average business standard
- Accomplishment Obtain Targets that the organizations has set up
Accountant
Gym And Care Sdn Bhd
06.2015 - 12.2015
- Handled day-to-day accounting processes to drive financial accuracy.
- Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
- Gathered financial information, prepared documents, and closed books.
- Reconciled accounts and reviewed expense data, net worth, and assets.
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
Education
Sijil Pelajaran Malaysia
SMK Puchong Batu 14 04.2001 -
Penilaian Menengah Rendah
SMK Puchong Batu 14 04.2001 -
Skills
MS Office (Word, Excel, Outlook, PowerPoint, OneNote, Access)
Exceeded all time-based goals for call waiting and complaint resolution
Customer relationship management
Customer needs assessment
Payment management
Account management
Online chat and email
Technical support
Product sales
CRM software
Queue management
Accomplishments
- Explained policies on product returns in great detail, reducing repeat calls by 50%.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Developed a new telephone script that was positively received by customers and so impressive that management implemented it for the entire department.
Timeline
Customer Service Executives Serving US and ANZ
Klook Sdn Bhd
11.2023 - Current
Service Recovery Agent
TRANSCOSMOS (MALAYSIA) SDN. BHD
12.2021 - 07.2023
Customer Service Executive
Webhelp APAC Sdn Bhd
06.2020 - 06.2021
Customer Service Representative
Quess Global (Malaysia) Sdn Bhd
01.2019 - 05.2020
Accountant
Gym And Care Sdn Bhd
06.2015 - 12.2015
Sijil Pelajaran Malaysia
04.2001 -
Penilaian Menengah Rendah
04.2001 -