JASON JAI PRAKASH
Kuala Lumpur
Summary
Resolving Troubkeshooting for Meta Devices such as ARVR, Rayban Smart Glass, Facebook and more software related. Replying to customer via chat, inbound calls and email. Teamwork in resolving high risk issue.
Overview
7
7
years of professional experience
Work History
Concetrix (Meta)
Concetrix
9 2023 - Current
- Troubleshooting Meta Devices such as VR Headset, Rayban Tech Sunglass
- Troubleshooting Corporate Machine for multinational Company virtually as an L2 Agent
- Expertise in TeamViewer navigating
- Resolving Technical issue such as damaged or error corporate products
- Provided clear and concise step-by-step technical support to guide clients
- Participate in in-person meetings with customers to assess and diagnose hardware problems
- Installed and set up applications for clients, including antivirus software and Microsoft office.
Technician Advisor Level 2 Startek (Canon)
Startek
06.2023 - 08.2023
- Performed diagnostics and troubleshooting to evaluate equipment performance and increase reliability
- Set up equipment to test and verify functionality and performance
- Inputted repair status on spreadsheets to use and discuss in department quality review meetings
- Trained and coached junior team members to maximise knowledge and competencies and increase performance
- Negotiated with suppliers to provide cost-friendly contracts.
Customer Experience Specialist Agoda
Agoda
03.2021 - 04.2023
- Built rapport with customers through courteous and professional communications
- Input customer information, call notes and personal data onto internal database
- Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat
- Addressed customer service enquires quickly and accurately
- Resolved customer queries over phone and by email
- Processed cash and card payments during busy shopping periods, limiting customer wait times
- Monitored email to promptly collect and respond to complaints
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
Customer Service Specialist HSBC
HSBC
06.2019 - 03.2021
- Handling inbound calls from all over HSBC global customers
- Investigate Credit Card fraudulent and customer inquiry
- Handle multinational country financial information with secured and professional
- Ensured all the information data needed to process orders matched with bank card details
- Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions.
Customer Service Live chat Foodpanda
Foodpanda
02.2018 - 07.2019
- Assisting riders via chat systematically to ensure customer receive their food and to ensure rider assistance time to time
- Compiled and forwarded recurring customer issues to team leader to provide lasting solutions
- Logged customer feedback in line with process to help business improve products and services
- Used information gathered from customer grievances to curate customer FAQs to serve as part of company knowledge base.
Education
Certificate of Higher Education - Automotive Engineering
Malaysian Automotive Institute
SPM - Business and economy
SMK Gudang Rasau
SK Fakeh Abd Samad - undefined
Kuala Pahang
UPSR - undefined
Skills
Friendly, Positive Attitude
Teamwork and Collaboration
Computer Skills
Customer Service
Problem-Solving
Flexible and Adaptable
Accomplishments
- Advanced from customer service specialist to Customer Experience Team Manager quickly as a proven role been given.
- Worked directly with senior leadership to develop and administer.
- Improved CSAT reviews by successfully handling customer complaints and implementing monthly staff training.
- Decreasing Team DSAT by acknowledging team flaw and give the level best to solve it.
Timeline
Technician Advisor Level 2 Startek (Canon)
Startek
06.2023 - 08.2023
Customer Experience Specialist Agoda
Agoda
03.2021 - 04.2023
Customer Service Specialist HSBC
HSBC
06.2019 - 03.2021
Customer Service Live chat Foodpanda
Foodpanda
02.2018 - 07.2019
Concetrix (Meta)
Concetrix
9 2023 - Current
Certificate of Higher Education - Automotive Engineering
Malaysian Automotive Institute
SPM - Business and economy
SMK Gudang Rasau
SK Fakeh Abd Samad - undefined
Kuala Pahang