Jagvinjit Singh
Customer Experience (CX)
Klang,Selangor
Summary
Customer Experience and Airline Support Specialist with 5+ years experience managing high-risk and escalated cased across aviation, e-commerce, fin-tech and mobility sectors. Skilled in airline ticketing, fare rules, refunds and flight disruptions resolutions with expertise in US, UK, Ireland and Singapore markets. Proficient in GDS, CRM platforms and payment systems, delivering accurate solutions while maintaining customer satisfaction and compliance with policies.
Overview
7
7
years of professional experience
Work History
L2 Customer Service Representative
IGT Solutions
01.2024 - Current
- Handle high-risk and escalated cases from US, UK and Ireland customers
- Conduct manager callbacks to ensure critical cases are resolved
- Provide frontend support for Air France and KLM operations and to ensure compliance with airline policies
- Operate GDS systems and payment platforms (Amadeus, Sabre, Deltamatic, Altea DC, Adyen, Worldline
- Manage cases via Salesforce, review fare rules, ticketing policies and IPOP's
- Mediate between airline procedures and customers expectations
- Mentor new agents to improve team performances
L2 Customer Service Representative
Grab Holdings
06.2022 - 12.2023
- Managed escalated payment disputes, refunds and appeals for Grab account holders based in Singapore
- Conducted outbound manager callbacks for high risk and critical issues
- Provided mediation and premium support for high-valued users
Senior Escalation Specialist
Brandt International Sdn Bhd
09.2021 - 05.2022
- Take ownership of unresolved customer issues that have been escalated by other support staff
- Identify underlying issues behind recurring escalations
- Keep customers updated on progress and ensure expectations are managed
- Worked hand in hand with other departments (marketing, logistics and payments)
- Investigate problems thoroughly and provide solutions or alternatives
Customer Support Specialist
Webhelp
06.2020 - 08.2021
- Handled high volume inbound calls and emails for customers based in Singapore
- Providing timely assistance and resolving inquires related to orders, account management and product information
- Collaborated with internal teams and technical support to address customers needs
- Document all customers interaction in CRM
Junior Legal Assistant
Seah Balan Ravi & Co
10.2019 - 03.2020
- Handling litigation matters such as filing, preparing paper legal paper works and documentation
- Handled law paper works/cause papers on multiple types of cases
Customer Service Representative
Daythree Business Services Sdn Bhd
06.2019 - 09.2019
- Managed inbound/outbound calls, live chats and emails
- Exposure on problem solving and trouble shooting
Education
No Degree -
Management And Science University
Shah Alam, Selangor, Malaysia 04.2001 -
Skills
- Airline Support, Ticketing and Fare Rules
- High-Risk Case Management & Manager Callbacks
- GDS Systems: Amadeus, Sabre, Deltamatic, Altea DC
- Payment Console: Adyen & Worldline
- CRM Tools: Salesforce & Zendesk
- Refunds, Chargebacks and Dispute Management
- Escalation Handling and Case Investigation
- Mediation Between Policies and Customers Expectations
- Customer Experience (CX) Optimization
- Microsoft Office/Excel
Timeline
L2 Customer Service Representative
IGT Solutions
01.2024 - Current
L2 Customer Service Representative
Grab Holdings
06.2022 - 12.2023
Senior Escalation Specialist
Brandt International Sdn Bhd
09.2021 - 05.2022
Customer Support Specialist
Webhelp
06.2020 - 08.2021
Junior Legal Assistant
Seah Balan Ravi & Co
10.2019 - 03.2020
Customer Service Representative
Daythree Business Services Sdn Bhd
06.2019 - 09.2019
No Degree -
Management And Science University
04.2001 -