Kong Chong Lung (Chris)
Content Moderator/Customer Service Representative
Kuala Lumpur
Summary
Highly diligent Content Moderator with over 2 years of experience ensuring compliance with guidelines, and promoting a positive digital environment.
Proven ability to identify and mitigate harmful content, with a keen eye for detail and a deep understanding of cultural nuances. Passionate about fostering safe and respectful online spaces, and eager to bring my expertise in content moderation to a dynamic digital platform.
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Experienced Customer Service Representative with many years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Polite and professional Customer Service Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
16
16
years of professional experience
11
11
years of post-secondary education
3
3
Languages
Work History
Content Moderator
Bytedance Malaysia
10.2022 - 11.2024
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
VIRTUAL CUSTOMER SUPPORT SPECIALIST (MANDARIN)
WEBHELP APAC (SELLBYTEL SERVICES MALAYSIA SDN BHD)
01.2019 - 09.2022
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
CUSTOMER SERVICE EXECUTIVE
DAYTHREE BUSINESS SERVICES
01.2017 - 01.2018
- Communicate with customers via phone call, live chat & emails for China market (Travel field.)
- Provide knowledgeable answers to questions about product, pricing and availability
- Liaise with back-end support to solve members issues/queries/concerns
- Data entry in various platforms
- Provide accurate and efficient processing of case escalation or support work related to the clients processes & approach
- Job scope includes confirmation of hotel reservation and travel itinerary
CUSTOMER SERVICE (TELESALES)
VADS Berhad
01.2017 - 01.2018
- Perform outbound calls to promote internet and telco packages to customer and generate targeted sales for the company
- Responding to outbound calls on company product promotion & packages
- Ensure monthly sales target is achieved
- To provide accurate information with excellent telephone courtesy
DRIVER
UBER
01.2013 - 01.2015
- Driving clients daily to their desired destinations
- Maintaining the vehicle safe and clean
- Using navigation apps to determine the best route
- Interact with clients professionally at all times
ASSISTANT ADMINISTRATOR
BEN OPTIK SDN BHD
01.2010 - 01.2012
- Work closely with the operational and sales services teams
- Utilize relationships to ensure that product implementation schedule are met
CUSTOMER SERVICE (TELESALES)
TELEDIRECT TELECOMMERCE
01.2009 - 01.2010
- Telemarketing sales experience in Insurance fields by outbound call
Education
Diploma - Patisserie
City & Guilds (The Chef Professional Baking House)
01.2019 - Current
SIJIL PELAJARAN MALAYSIA (SPM) - undefined
Sekolah Menengah Kebangsaan Dato Permaisuri
01.2000 - 01.2005
Skills
Customer Service
Virtual Customer Support
Telesales
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Content management
Multitasking
Teamwork and collaboration
Educations
- DIPLOMA IN PATISSERIE, City & Guilds (The Chef Professional Baking House), 2009
- SIJIL PELAJARAN MALAYSIA (SPM), Sekolah Menengah Kebangsaan Dato Permaisuri, 2005
Timeline
Content Moderator
Bytedance Malaysia
10.2022 - 11.2024
VIRTUAL CUSTOMER SUPPORT SPECIALIST (MANDARIN)
WEBHELP APAC (SELLBYTEL SERVICES MALAYSIA SDN BHD)
01.2019 - 09.2022
Diploma - Patisserie
City & Guilds (The Chef Professional Baking House)
01.2019 - Current
CUSTOMER SERVICE EXECUTIVE
DAYTHREE BUSINESS SERVICES
01.2017 - 01.2018
CUSTOMER SERVICE (TELESALES)
VADS Berhad
01.2017 - 01.2018
DRIVER
UBER
01.2013 - 01.2015
ASSISTANT ADMINISTRATOR
BEN OPTIK SDN BHD
01.2010 - 01.2012
CUSTOMER SERVICE (TELESALES)
TELEDIRECT TELECOMMERCE
01.2009 - 01.2010
SIJIL PELAJARAN MALAYSIA (SPM) - undefined
Sekolah Menengah Kebangsaan Dato Permaisuri
01.2000 - 01.2005
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