Hao Xuan Ong
Client Service Team Lead
Kuala Lumpur
Summary
Professional with strong background in client services, prepared to excel in leadership role. Expertise in managing client relationships and improving service delivery, ensuring high client satisfaction. Known for collaborative team efforts and consistently achieving results, adaptable to changing needs. Proficient in conflict resolution and strategic planning, valued for reliability and flexibility.
Overview
4
4
years of professional experience
4
4
Languages
Work History
Client Service Team Lead
Axi
10.2024 - Current
- Led and supervised customer service representatives, ensuring high-quality service delivery and adherence to company policies and procedures.
- Monitored and evaluated team performance through key performance indicators (KPIs), providing constructive feedback and coaching to drive continuous improvement.
- Collaborated with other departments to address customer concerns, improve service delivery, and implement customer-focused initiatives.
- Conducted regular team meetings to communicate goals, updates, and best practices, fostering a collaborative and motivated work environment.
- Managed scheduling and workload distribution to ensure adequate coverage and meet service level agreements (SLAs).
- Introduced innovative ideas that improved workflow processes, resulting in more efficient service delivery to clients.
- Mentored junior staff members, sharing expertise and guidance for professional growth within the company structure.
Client Service Representative
Axi
03.2024 - 10.2024
- Managed multiple tasks while meeting tight deadlines and maintaining high standards of customer service
- Responded to complaints and resolved issues while providing high-quality customer service
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
- Identified ways to improve efficiency in operations and implemented process changes
Customer Service Representative
Majorel
07.2022 - 11.2023
- Made appropriate account corrections to resolve customer problems
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Performed data entry tasks accurately and in a timely manner
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
Customer Service Representative
Webhelp APAC
04.2021 - 07.2022
- Met daily customer service quotas with a focus on quality
- Assisted customers with product selection by providing detailed information about available products and services
- Addressed customers courteously using suitable methods and problem-solving skills
- Adhered to company policies and procedures while providing superior service
- Developed strong customer relationships and loyalty through effective communication
Education
High School Diploma -
SMK PUCHONG PERMAI
Selangor 04.2001 -
Skills
- Training and mentoring
- Client Support
- Understanding Customer Needs
- Effective communication
- Ability to work under pressure
- Fast learner
- Teamwork and collaboration
Timeline
Client Service Team Lead
Axi
10.2024 - Current
Client Service Representative
Axi
03.2024 - 10.2024
Customer Service Representative
Majorel
07.2022 - 11.2023
Customer Service Representative
Webhelp APAC
04.2021 - 07.2022
High School Diploma -
SMK PUCHONG PERMAI
04.2001 -