Mohamad Najmuddin Bin Mohamad Khazin
Customer Service Advisor
Puchong
Summary
Personable Customer Service Advisor offering 6 years of experience resolving service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
11
11
years of professional experience
Work History
Customer Service Advisor
Concentrix
Cyberjaya, Selangor
07.2023 - Current
- Escalated issues that could not be resolved independently to supervisors or managers for further assistance.
- Assisted customers in navigating company website or application during support interactions.
- Provided accurate information about products and services to customers.
- Managed difficult customer situations with professionalism and empathy.
- Contributed to team effort by meeting performance goals and assisting colleagues when needed.
- Followed up on unresolved cases to keep customers informed of progress towards solution.
- Participated in workshops and seminars to continuously improve personal skills related to position.
- Analyzed customer feedback to identify trends and suggested improvements for business.
- Answered customer inquiries via phone, email, and chat.
- Conducted outbound calls to follow up on previous case or provide additional support if necessary.
- Resolved product or service issues by clarifying customer complaints and offering appropriate solutions.
- Resolved issues faced by customers, smoothly handling both technical and non-technical concerns.
- Assist SME and Team Leader on clearing backlog cases
- Managed more than 150 digital email per day
Preflight Officer (Based in OCC)
Malindo Airways Sdn Bhd
05.2017 - 08.2022
- Plan & Workout for Recovery Action during Aircraft on Ground (AOG) issues
- Liase with Ground Operation, OCC Duty Manager, Crewing, Dispatch, Flight Following and Engineer during Aircraft on Ground
- Ensure Misconnecting Passengers are moved
- Assist on checking Seats availability for Upgrade and Downgrade purposes
- To suggest plan on retiming or merging of flight based on situations
Preflight Officer
Malindo Airways Sdn Bhd
07.2016 - 05.2017
- Handling flight cancellations and reschedule on flight timing
- (SMS/EMAIL/CALL)
- Make temporary changes in schedule resulting from various reasons 24 hours prior to departure of any flights
- Resolving passengers' problems & Station's request regards to Schedule Change issues
- Plan & Workout for Recovery Action during Aircraft on Ground (AOG) issues
- Extract data of Outbound Connecting Passengers 1day prior to departure & email to all concern channels
- Assist Group desk channel to remove FIT passengers to different flights/dates after approval comes from CEO including upgrade to Business class
Customer Care Team Leader
Malindo Airways Sdn Bhd
06.2016 - 07.2016
- Assist customer regarding the issues with their bookings
- Assist customer in understanding the terms and conditions
- Escalate cases in regards to cancellation and retiming of flights
- Assist Junior Agents and Seniors with SOP
- Monitor call quality and chart of calls (Inbound/Outbound/Abaddon)
- Assist Station Agents
- Solving Mavcom cases and escalated cases
Customer Care Assistant
Malindo Airways Sdn Bhd
01.2016 - 06.2016
- Answer calls from customers regarding their flight bookings
- Assist customer regarding the issues with their bookings
- Assist customer in understanding the General Info of bookings
- Assist customer in making new flight booking
- Handles escalated complaint from customers
- Promotes add on for in-flight meals and baggage
Waiter
Miami Grill Sdn Bhd
06.2014 - 12.2015
- Server Customers by following SOP
- Promotes Food
- Handles POS systems such as add-in menu and customization
QA&QC assistant
SANKYU (M) Sdn Bhd
11.2013 - 01.2014
- Document Preparation
- Pipe and Valve Inspection
- NDT(Non Destructive Test) analyze
- Maintain Quality Assurance and Control of Welding Material according to company standard
Education
Computer Systems and Support
Kolej Komuniti Jelebu
Skills
- Microsoft Office
- Microsoft Excel
Microsoft Word
Dynamic 365
Topskills
Advance, Advance, Advance
Favouritequote
"Are those who have knowledge and those who have no knowledge alike? Only the men of understanding are mindful." (Quran, 39:9)
Personalparticulars
28, 06/23/95, Malaysia, Male, Single, 950623-01-5559
Educationalbackground - Certification
Computer Systems and Support, Kolej Komuniti Jelebu
Timeline
Customer Service Advisor
Concentrix
07.2023 - Current
Preflight Officer (Based in OCC)
Malindo Airways Sdn Bhd
05.2017 - 08.2022
Preflight Officer
Malindo Airways Sdn Bhd
07.2016 - 05.2017
Customer Care Team Leader
Malindo Airways Sdn Bhd
06.2016 - 07.2016
Customer Care Assistant
Malindo Airways Sdn Bhd
01.2016 - 06.2016
Waiter
Miami Grill Sdn Bhd
06.2014 - 12.2015
QA&QC assistant
SANKYU (M) Sdn Bhd
11.2013 - 01.2014
Computer Systems and Support
Kolej Komuniti Jelebu
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