Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
Generic
MARTIN SEET

MARTIN SEET

CUSTOMER SERVICE MANAGER
Puchong Jaya

Summary

Motivated Manager with a proven track record of leveraging expertise and leadership skills to drive company success. Committed to enhancing team performance and fostering a collaborative environment to achieve operational excellence. Dedicated to advancing my career by taking on increasing responsibilities and ultimately pursuing a Director role, where I can influence strategic initiatives and support organizational growth.

Overview

10
10
years of professional experience
2
2
years of post-secondary education
3
3
Languages

Work History

CUSTOMER SERVICE MANAGER

SHUYI CULTURE INTERNATIONAL
01.2024 - Current
  • Led customer service teams in Malaysia and China, providing coaching, training, and mentorship to optimize performance and achieve service goals across multiple regions.
  • Monitored customer service team performance regularly to ensure alignment with service standards and goals, implementing corrective actions as needed to maintain high performance levels.
  • Developed and implemented strategies to improve customer satisfaction ratings, resulting in increased customer retention and loyalty in both regions.
  • Established and maintained service standards, policies, and procedures to ensure consistency and efficiency in service delivery across Malaysia and China.
  • Designed and conducted comprehensive training sessions for all service center personnel, enhancing their product knowledge and customer service skills, which led to improved performance in both locations.
  • Acted as a liaison between the service centers in Malaysia and China and other departments, fostering effective communication and collaboration to address customer issues and enhance overall service quality.
  • Collaborated with sales, marketing, and product development teams to identify opportunities for service improvement and customer satisfaction enhancement across regions.
  • Prepared and submitted detailed monthly reports to the Director, including Key Performance Indicators (KPIs) and comprehensive insights into customer service performance, trends, and areas for improvement in Malaysia and China.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.

ASSISTANT CARD & CUSTOMER RELATION MANAGER

PADINI DOT COM SDH BHD
02.2021 - 02.2024
  • Monitor the operational workflow to ensure a Full Supply Chain visibility for Retails and Technical team.
  • Handle complaints, provide appropriate solutions and alternatives within the time limit and follow up to ensure resolution.
  • To efficiently handle inbound customer call inquiries.
  • Handling administrative support such as data entry, verifying the membership birthday.
  • Coordinating all marketing activities across multiple e-commerce channels.
  • Communicate with customers by chat and emails to provide information about products or services or obtain details of complaints.
  • Handling customer service as Lazada Chat for customer inquiries.
  • Assist customer update their personal details on the Magento system.
  • Liaising with courier service to obtain customer details in order for them to rearrange and deliver the parcel.
  • Having interaction with Padini member enquires on CRM and Zendesk.
  • Utilize Zendesk to manage customer inquiries, tickets, and cases.
  • Ensure timely and effective resolution of customer issues.
  • Issue gift voucher to the supplier.
  • Assist in overseeing and guiding a team of customer care representatives.
  • Provide coaching, training, and mentoring to enhance team performance.
  • Monitor KPIs such as response time, resolution rates, and customer satisfaction.
  • Develop strategies to meet or exceed performance targets.
  • Collaborate with the Finance Team to address billing and payment inquiries.
  • Partner with the IT Team to resolve technical issues impacting customer interactions.
  • Develop and manage a mystery shopper program to assess customer service quality.
  • Coordinate mystery shopping activities, evaluate results, and implement improvements.
  • Managed and motivated employees to be productive and engaged in work.

SENIOR CUSTOMER SERVICE EXECUTIVE

CITY CHAIN SDN BHD
01.2016 - 01.2021
  • Monitor the operational workflow to ensure a Full Supply Chain visibility for Retails and Technical team.
  • Inventory management control.
  • To ensure customer satisfaction by providing excellent customer service.
  • Manage and supports order management to ensure the best possible service level.
  • Monitor technical team service quality and provide feedback.
  • To handle order processing and coordinate deliveries.
  • Handle complain, provide appropriate solution and alternative within the time limit and follow up to ensure resolution.
  • To efficiently handle inbound and outbound customer call inquire.
  • Handling administrative support such as data entry.
  • Coordinating all marketing activities across multiple e-commerce channel.
  • Communicate with customers by chat and emails to provide information about products or service or obtain details of complaints.
  • Keep records of customer interactions, recording details of inquiries, quotations, complaints, as well as actions taken.
  • Answered multi-line phones and used active listening skills to assess client's issues and challenges.
  • Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.

ASSISTANT SUPERVISOR

WHERE ELSE CAFE
01.2015 - 01.2016
  • Assisted the Supervisor in managing daily restaurant operations, ensuring everything runs smoothly.
  • Handled food purchasing and inventory management to keep supplies well-stocked and of high quality.
  • Performed barista duties, including preparing and serving beverages to customers.
  • Supervised staff, providing training and guidance to maintain efficient service.
  • Addressed customer inquiries and issues to ensure a positive dining experience.

Education

DIPLOMA IN BUSINESS - ECONOMICS OF THE BUSINESS STUDIES

TUNKU ABDUL RAHMAN UNIVERSITY COLLEGE (TARC)
01.2013 - 01.2015

Skills

  • TECHNICAL SKILLS

  • LEADERSHIP

  • COMMUNICATION

  • CUSTOMER FOCUS

  • STRATEGIC THINKING

  • ORGANIZATIONAL SKILLS

  • ERP SYSTEMS: SAP (SYSTEMS, APPLICATIONS, AND PRODUCTS)

Customer service

Customer relationship management (CRM)

Problem-solving

Accomplishments

  • Developed a customer service ticketing system using Google Sheets and Apps Script, enabling efficient issue tracking and team collaboration through a custom internal website
  • Automated email notifications for stock shipment updates and invoice generation, improving communication flow and reducing manual tasks
  • Integrated Google Sheets with Apps Script to streamline operations and support scalable service processes
  • Enhanced productivity by creating a centralized platform for service tracking and customer support actions
  • Supervised team of 10-15 staff members.

Software

Zendesk

CRM

Warehouse Management System

Magento

Timeline

CUSTOMER SERVICE MANAGER

SHUYI CULTURE INTERNATIONAL
01.2024 - Current

ASSISTANT CARD & CUSTOMER RELATION MANAGER

PADINI DOT COM SDH BHD
02.2021 - 02.2024

SENIOR CUSTOMER SERVICE EXECUTIVE

CITY CHAIN SDN BHD
01.2016 - 01.2021

ASSISTANT SUPERVISOR

WHERE ELSE CAFE
01.2015 - 01.2016

DIPLOMA IN BUSINESS - ECONOMICS OF THE BUSINESS STUDIES

TUNKU ABDUL RAHMAN UNIVERSITY COLLEGE (TARC)
01.2013 - 01.2015

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