Magendran Letchumi Narayanan
Customer Service Officer
Puchong
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
Work History
Customer Service Officer
Quantium Solutions (Singpost)
12.2023 - Current
- Assisted call-in customers with questions and orders.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Assisted call-in customers with questions and orders
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained high level of product knowledge to effectively assist customers with accurate information and recommendations
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development
- Completed data entry to record call notes, suggestions and questions
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery
- Streamlined communication between customers and internal departments for timely issue resolution
- Exceeded customer expectations by going extra mile, ensuring memorable experience that fostered brand loyalty and advocacy
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions
Customer Service Officer
Prism Tech Sdn Bhd
04.2023 - 11.2023
- Attend incoming chats from Lazada, Shopee, Tiktok, Live chat/Email and Social Media
- Handling Night shift Market from 3 countries AUSTRALIA, PHILIPPINES AND MALAYSIA
- Handling chat according customer enquiry regards to Prism+ monitors and Tv
- Assist customers with the technical issue and help them to raise warranty claim
- In charge of backlog ticket where have to clear all backlog ticket
- Completed data entry to record call notes, suggestions and questions
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests
Customer Service Executive
TASA Solutions Sdn Bhd (Aeon)
02.2022 - 04.2023
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues
- Described product and service details to customers to provide information on benefits and advantages
- Investigated and resolved customer inquiries and complaints quickly
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
Customer Service Executive
Webhelp APAC (Sellbytel Services Malaysia Sdn Bhd) (Shopee)
08.2021 - 12.2021
- Identified and resolved discrepancies and errors in customer accounts
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Investigated and resolved accounting, service and delivery concerns
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues
Customer Service Executive
Concentrix Malaysia (Lazada)
04.2020 - 08.2021
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues
- Described product and service details to customers to provide information on benefits and advantages
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement
- Investigated and resolved customer inquiries and complaints quickly
Customer Service Officer
Sudong Sdn Bhd (Singtel)
05.2019 - 11.2019
- Completed data entry to record call notes, suggestions and questions
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding
Customer Service Representative
Phone Star Marketing (Maxis)
05.2017 - 11.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Responded to customer requests for products, services, and company information
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
Sales Assistant
Telekom Malaysia Berhad
1 2017 - 4 2017
- Built rapport with repeat customers, fostering long-term loyalty to the brand
- Established rapport with customers using active listening and interpersonal skills
- Identified upselling opportunities, contributing to increase in average transaction value
- Increased sales by building strong customer relationships and providing excellent service
Education
Pentaksiran Tingkatan Tiga (PT3) -
SEKOLAH MENEGAH KEBANGSAAN BATU LAPAN
Bandar Puchong Jaya, 10 01.2012 - 05.2014
Sijil Pelajaran Malaysia -
Sekolah Menengah Kebangsaan Batu Lapan
Bandar Puchong Jaya, 10 01.2015 - 05.2016
UPSR -
Sekolah Kebangsaan Puchong Jaya
Bandar Puchong Jaya, 10 01.2006 - 05.2011
Skills
Microsoft Office
Zendesk
Meta Business
CRM
AWS
Call Documentation
Call center experience
Customer Focus
Complaint Handling
Account Investigation
Documentation And Reporting
Technical Support
Payment Processing
Personal Information
- Place of Birth: Kuala Lumpur
- Date of Birth: 06/18/99
- Gender: Male
- Nationality: Malaysian
- Driving License: D
- Marital Status: Single
Languages
English
Advanced
C1
Bahasa Malaysia
Advanced
C1
Tamil
Beginner
A1
References
- Zachary, 0126858119, Tasa Solution Sdn Bhd
- Geneshwaran, 0166432157, Webhelp
- Thillainathan, 0128082124, Concentrix
- Choy, 0182785776, Prism+
Timeline
Customer Service Officer
Quantium Solutions (Singpost)
12.2023 - Current
Customer Service Officer
Prism Tech Sdn Bhd
04.2023 - 11.2023
Customer Service Executive
TASA Solutions Sdn Bhd (Aeon)
02.2022 - 04.2023
Customer Service Executive
Webhelp APAC (Sellbytel Services Malaysia Sdn Bhd) (Shopee)
08.2021 - 12.2021
Customer Service Executive
Concentrix Malaysia (Lazada)
04.2020 - 08.2021
Customer Service Officer
Sudong Sdn Bhd (Singtel)
05.2019 - 11.2019
Customer Service Representative
Phone Star Marketing (Maxis)
05.2017 - 11.2018
Sijil Pelajaran Malaysia -
Sekolah Menengah Kebangsaan Batu Lapan
01.2015 - 05.2016
Pentaksiran Tingkatan Tiga (PT3) -
SEKOLAH MENEGAH KEBANGSAAN BATU LAPAN
01.2012 - 05.2014
UPSR -
Sekolah Kebangsaan Puchong Jaya
01.2006 - 05.2011
Sales Assistant
Telekom Malaysia Berhad
1 2017 - 4 2017
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