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
Escalation management
Call center experience
Order Fulfillment
Complaint resolution
Conflict Management
Live chat support
Calm and Professional Under Pressure
Problem-solving abilities
Multitasking Abilities
Outbound Calls and Sales
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 -