Jananee Selvam
Senior Customer Service Representative
Cheras, Selangor,10
Summary
Accomplished Senior Customer Service Representative with a proven track record at TDCX Malaysia Sdn Bhd, enhancing customer satisfaction through expert resolution of conflicts and complaints. Skilled in escalation management and maintaining professionalism under pressure, I significantly contributed to team success and customer retention. Demonstrates exceptional problem-solving and multitasking abilities.
Overview
13
13
years of professional experience
Work History
Senior Customer Service Representative
TDCX Malaysia Sdn Bhd
11.2018 - Current
- Mentored junior team members, contributing to their professional development and overall team success.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
Customer Service Representative
Sudong Sdn Bhd
04.2016 - 10.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Associate
Convergys Sdn Bhd
02.2015 - 03.2016
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Solved problems with products and services by providing customers with technical support.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Assistant
Symphony
01.2012 - 01.2015
- Managed customer complaints effectively, offering solutions that exceeded expectations.
- Achieved high levels of accuracy when processing transactions/orders which led to reduced errors and increased customer satisfaction.
- Assisted customers with product selection, providing detailed information on features and benefits.
- Handled high call volume while maintaining a professional demeanor and ensuring timely resolutions.
Education
High School Diploma -
Putra Intellect International College
Bandar Puchong Jaya, Selangor, Malaysia 04.2001 -
Skills
Customer Support
Languages
English
Native language
English
Advanced
C1
Malay
Advanced
C1
Tamil
Advanced
C1
Expected Salary
RM 4000
Additional Information
Able to work rotational shift: Yes
Possess own transport: Yes
Timeline
Senior Customer Service Representative
TDCX Malaysia Sdn Bhd
11.2018 - Current
Customer Service Representative
Sudong Sdn Bhd
04.2016 - 10.2018
Customer Service Associate
Convergys Sdn Bhd
02.2015 - 03.2016
Customer Service Assistant
Symphony
01.2012 - 01.2015
High School Diploma -
Putra Intellect International College
04.2001 -
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