JUN FONG TONY PANG
Customer Service Executive
Kuala Lumpur
Summary
Highly motivated and customer-focused Customer Service Executive with 5 years of experience in providing exceptional service in fast-paced environments. Skilled in resolving customer inquiries, managing complaints, and ensuring a seamless customer experience. Known for active listening, empathy, and the ability to handle complex situations with professionalism. Passionate about improving customer satisfaction and consistently exceeding performance goals.
Overview
11
11
years of professional experience
4
4
Languages
Work History
Customer Service Executive
Shangri-La Shared Services Sdn Bhd
Kuala Lumpur
04.2024 - 12.2024
- Assisted guests with hotel bookings, date changes, and cancellations across phone, email, and online chat platforms
- Delivered exceptional customer service by understanding guest needs and providing tailored accommodation options
- Proactively promoted add-on services such as room upgrades, breakfast packages, early check-in, and late check-out to increase average booking value
- Met and exceeded upselling targets through personalized recommendations and clear communication of service benefits
- Resolved reservation issues (booking errors, payment discrepancies, overbookings) with professionalism and speed
- Maintained accurate guest records and updated booking details in reservation systems (e.g., Opera, Amadeus)
- Worked cross-functionally with front office and housekeeping teams to ensure seamless guest experiences
Customer Service Executive
TaskUs Malaysia Sdn Bhd
Kuala Lumpur
08.2022 - 04.2024
- Mark-1, Malaysia.
- Assisted riders and restaurant partners by resolving order-related issues in a timely and empathetic manner.
- Provided real-time support through chat and phone, ensuring smooth communication between delivery personnel and restaurants.
- Investigated and resolved complaints involving delays, incorrect orders, and payment discrepancies.
- Maintained high satisfaction by listening actively, offering clear solutions, and following up when needed.
Customer Service
Webhelp Malaysia Sdn Bhd
Kuala Lumpur
05.2020 - 08.2022
- Sunway Visio, Kuala Lumpur, Malaysia
- Delivered high-quality support to customers across multiple channels (chat, email).
- Resolved real-time issues related to order delays, missing items, payments, cancellations, and app errors.
- Acted as a liaison between restaurants and delivery partners to ensure smooth order fulfillment, and accurate communication.
- Handled high-volume inquiries while maintaining fast response times, empathy, and a professional tone.
Technical Support
Prospect Human Resource Sdn Berhad
The Garden
09.2018 - 05.2020
- Delivered technical support for quality assurance testing across external company systems, ensuring optimal system performance and stability during testing phases
- Troubleshot system issues and provided resolutions related to software bugs, system errors, and integration issues across client platforms
- Collaborated with client teams to ensure testing environments were set up correctly and aligned with the technical specifications
Sales Manager
Pavilion
Kuala Lumpur
01.2016 - 09.2018
- Led a team of sales representatives in achieving sales targets for mobile phones, accessories, and related products across retail.
- Developed and executed sales strategies to promote new mobile phone models, increasing customer acquisition, and market penetration.
- Managed day-to-day operations, including overseeing inventory management, product placement, and ensuring an optimal customer experience in the store.
- Cultivated strong relationships with key accounts, such as major retailers, distributors, and corporate clients, resulting in long-term sales growth.
- Trained and motivated sales staff, focusing on improving product knowledge, customer interaction skills, and sales techniques, to exceed sales quotas.
- Provided exceptional after-sales service, ensuring customer satisfaction, and fostering repeat business and referrals.
Sales Executive
Digi Telecommunication Sdn Bhd
Kepong
02.2014 - 01.2017
- Drove sales of telecommunications products and services, including mobile plans, broadband, and enterprise solutions.
- Built and nurtured strong relationships with individual and business clients to understand their communication needs, and deliver tailored solutions.
- Presented and demonstrated the benefits of various telecom services, effectively closing sales, and meeting targets.
- Negotiated pricing and contract terms to close deals, and maximize revenue.
Skills
- Service excellence
- Sales experience
- Effective communication
- Effective persuasion
- Effective problem resolution
- Relationship building
Timeline
Customer Service Executive
Shangri-La Shared Services Sdn Bhd
04.2024 - 12.2024
Customer Service Executive
TaskUs Malaysia Sdn Bhd
08.2022 - 04.2024
Customer Service
Webhelp Malaysia Sdn Bhd
05.2020 - 08.2022
Technical Support
Prospect Human Resource Sdn Berhad
09.2018 - 05.2020
Sales Manager
Pavilion
01.2016 - 09.2018
Sales Executive
Digi Telecommunication Sdn Bhd
02.2014 - 01.2017