Mohamad Firdaus Bin Aripin
Petaling Jaya
Summary
Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service.
Overview
10
10
years of professional experience
Work History
Product Support Technologist (Global E-Commerce)
TDCX MY
Bangsar, Kuala Lumpur, Malaysia
01.2026 - Current
- Handle inquiries and escalations via email ticketing or e-commerce app issues for TikTok Global Market.
- Manages feedback and complaints, and liaises with back-end support to resolve members’ issues.
- Provide post-sales support for the full suite of digital advertising products of our client.
TRUST AND SAFETY CUSTOMER EXPERT 1
Teleperformance Malaysia Sdn Bhd
Kelana Jaya, Malaysia
09.2022 - 01.2026
- Self-motivated, with a strong sense of personal responsibility.
- Reviewed e-commerce-related content on a social media platform.
- Recognised patterns and escalated policy-exceeding issues.
- Achieved a 99% accuracy rate in meeting KPIs.
L1 - SHOPEE SG PROJECT
Brandt International Sdn Bhd
02.2022 - 09.2022
- Handling as an interface between the buyer and the seller by resolving the fulfillment-related problems.
- Handling complaints via Chat and providing the solution based on SOP, Shopee.
- Excellent communication skills, both verbal and written.
CUSTOMER SUPPORT SPECIALIST
Flash Express Malaysia
10.2021 - 02.2022
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Handling customer inquiries via call, live chat, and email.
- Keep a record of customer interactions, and build engagement with customers.
CUSTOMER SERVICE EXECUTIVE (TNB CARELINE)
Daythree Business Services Sdn Bhd
03.2017 - 10.2021
- Any issues related to Tenaga Nasional Berhad (TNB).
- Handling complaints from customers via email, Facebook, calls, Twitter, and providing solutions and alternatives.
- Keep a record of customer interactions, and process the customer interaction record.
TELEMARKETING (ASTRO IPTV)
A-Asign Corporation Sdn Bhd
05.2016 - 03.2017
- Perform outbound calls to promote Astro products and promotions, and generate targeted sales for the company.
- Ensure comprehensive information is captured on the internal system.
- To provide accurate information with excellent telephone courtesy.
Education
High School Diploma -
SMK GURUN
Gurun, 0212.2012
Associate of Arts - Diploma In Business Management
Kolej Polytech-Mara
Alor Setar10-2016
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Independent and self-motivated
Friendly, positive attitude
Languages
English
Upper Intermediate
B2
Malay
Proficient
C2
Indonesian
Advanced
C1
Additional information
- Team collaboration and positive team player with strong work ethic.
- Basic knowledge in IT troubleshooting.
- Recognized for consistently achieving customer satisfaction service
- Willing ro relocate if required.
Timeline
Product Support Technologist (Global E-Commerce)
TDCX MY
01.2026 - Current
TRUST AND SAFETY CUSTOMER EXPERT 1
Teleperformance Malaysia Sdn Bhd
09.2022 - 01.2026
L1 - SHOPEE SG PROJECT
Brandt International Sdn Bhd
02.2022 - 09.2022
CUSTOMER SUPPORT SPECIALIST
Flash Express Malaysia
10.2021 - 02.2022
CUSTOMER SERVICE EXECUTIVE (TNB CARELINE)
Daythree Business Services Sdn Bhd
03.2017 - 10.2021
TELEMARKETING (ASTRO IPTV)
A-Asign Corporation Sdn Bhd
05.2016 - 03.2017
High School Diploma -
SMK GURUN
Associate of Arts - Diploma In Business Management
Kolej Polytech-Mara