FARAH FARHANA BINTI MUHAMAD FUAD
Customer Service Agent
Jitra
Summary
Committed in ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Seeking for a dynamic and collaborative work environment in which skills can be applied and contributed to the success of the team.
Overview
6
6
years of professional experience
Work History
Customer Service Agent
Transcosmos (Malaysia) Sdn. Bhd
02.2024 - 05.2024
- Respond to customer inquiries via live chat and email for Shopee Malaysia.
- Handled at least 50 live chats daily, 3 chats simultaneously at one time.
- Quickly addressed and solved customer inquiries, while reducing response time.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Store Sales Supervisor
Mycu Retail Sdn Bhd (CU Mart)
08.2023 - 12.2023
- Supervised a team of 6 working within the areas of customer service, cash handling, inventory and sales.
- Responsible for supervising all sales transactions in order to ensure speed, accuracy, and customer service standards.
- Responsible for cash handling, safe verifications, and daily bank transactions for sales money.
- Oversaw regular inventory audits identifying discrepancies taking corrective actions where necessary.
- Work directly with the store manager to ensure the achievement of sales, retention and quality targets.
Senior Store Sales Associate
Mycu Retail Sdn Bhd (CU Mart)
10.2022 - 08.2023
- Trained and mentored 3 new hires, enhancing their product knowledge and sales techniques.
- Helped an average of 50 customers per day by responding to inquiries, serving food and finding products.
- Assisted team members in handling cash registers, organizing inventory room, labeling products, unloading merchandise, and cleaning up.
- Compute sales prices and total purchases, and process cash or credit payment.
- Mastered menu knowledge to provide informed recommendations, leading to increased upselling opportunities.
Call Center Agent
Happyfresh Malaysia
05.2022 - 07.2022
- Handled and managed at least 20 calls and 50 emails regarding customers' complaints and enquiries daily.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Work very closely with the logistic, marketing, content and finance team to make sure customers are satisfied with the services while maintaining a smooth work flow.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
Copywriter Intern
Gaya Travel Magazine
10.2020 - 07.2021
- Worked on various tasks such as writing listicles for website, wrote feature articles for the magazine and other tasks that include preparing courier documents, answering calls from clients and joining work trips for needed write-ups
- Wrote 11 listicles for Gaya Travel's website which includes Twitter thread and Facebook posts
- Wrote 4 write-ups for Gaya Travel Magazine's publication issue.
- Researched industry trends and customer preferences to inform copywriting efforts.
Customer Service Assistant / Cashier
MPH Bookstore
01.2018 - 08.2018
- Operated cash register and responsible for teaching 2 new staffs on cash and register handling.
- Assisted customers with locating desired titles or suggesting alternatives based on personal preferences or interests, and other materials in store.
- Managed inventory of books and supplies, labeled prices and display new products on shelves.
- Organized stockroom materials effectively to optimize space utilization while keeping shelves well-stocked for easy browsing accessibly by patrons throughout their visit.
- Restocked shelves and kept store displays attractive and organized to drive sales.
Education
Bachelor in Writing (Hons) Creative Writing - Creative Writing
UITM Puncak Perdana
Shah Alam, Selangor, Malaysia 04.2001 -
Diploma in Mass Communication and Media Studies - Social Sciences
UITM Rembau
Rembau, Negeri Sembilan, Malaysia11.2018
Skills
Customer Service
Complaint Handling
Typing speed of 60 WPM
Communication and Interpersonal Skills
Multitasking
Live chat support
Patience and Tolerance
Detail Oriented
Languages
Malay
Proficient
C2
English
Advanced
C1
Korean
Upper intermediate
B2
Timeline
Customer Service Agent
Transcosmos (Malaysia) Sdn. Bhd
02.2024 - 05.2024
Store Sales Supervisor
Mycu Retail Sdn Bhd (CU Mart)
08.2023 - 12.2023
Senior Store Sales Associate
Mycu Retail Sdn Bhd (CU Mart)
10.2022 - 08.2023
Call Center Agent
Happyfresh Malaysia
05.2022 - 07.2022
Copywriter Intern
Gaya Travel Magazine
10.2020 - 07.2021
Customer Service Assistant / Cashier
MPH Bookstore
01.2018 - 08.2018
Bachelor in Writing (Hons) Creative Writing - Creative Writing
UITM Puncak Perdana
04.2001 -
Diploma in Mass Communication and Media Studies - Social Sciences
UITM Rembau
Similar Profiles
Lim Kah Ping (Max)Lim Kah Ping (Max)
Operations Supervisor at Transcosmos Malaysia Sdn BhdOperations Supervisor at Transcosmos Malaysia Sdn Bhd
Chai Jia Jun JamieChai Jia Jun Jamie
Quality Assurance at Transcosmos Malaysia Sdn BhdQuality Assurance at Transcosmos Malaysia Sdn Bhd
Samina ChowdhurySamina Chowdhury
BACK END SUPPORT at TRANSCOSMOS MALAYSIA SDN. BHD.BACK END SUPPORT at TRANSCOSMOS MALAYSIA SDN. BHD.