MUHAMMAD ARIFF BIN MOHD NAZIM
Customer Experience Specialist
Cyberjaya
Summary
Customer service enthusiast with experience across retail, hospitality, gaming, and app-basedplatforms. Dedicated to improving customer experiences and always eager to learn new skills.Adaptable and excited to continue growing in diverse service environments.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Customer Experience Specialist (Differentiated Service Module)
Grab Taxi Sdn Bhd
06.2022 - Current
- Company Overview: South East Asia's Leading E-hailing Superapp.
- Investigated cases related to GrabFood and Grab Transport, including missing orders, incorrect charges, and incomplete trips.
- Conducted comprehensive investigations by reaching out to restaurants, riders, and drivers to gather precise details.
- Evaluated claims to assess refund eligibility and proactively identified potential fraudulent activities.
- Analyzed trip logs and fare calculations to verify accurate customer billing and resolve any discrepancies.
- Escalated high-risk cases with possible fraud concerns to the relevant internal teams for further review.
Customer Advisor I / Virtual Key Account Manager (VKAM)
Concentrix Sdn Bhd
05.2020 - 05.2022
- Company Overview: Lazada Project
- Building and maintaining relationships: Developing a deep understanding of the client's business, goals, and challenges, and establishing a strong rapport with key stakeholders
- Account planning: Creating strategic account plans to identify opportunities for growth, setting objectives, and outlining strategies to meet client needs
- Providing support and guidance: Assisting clients in navigating products or services, answering their queries, and offering solutions or recommendations
Barista
Gloria Jeans Coffee
09.2019 - 03.2020
Gold Smith / Jewel Smith
SUPER GOLD SDH BHD
03.2019 - 08.2019
Partner Support Center Service (LiveChat)
Concentrix Sdn Bhd
09.2018 - 02.2019
- Company Overview: A US based company for BPO, serving MNC companies such as Lazada
- Responded promptly to merchant inquiries regarding the status of delivery items, ensuring that all parties involved were well-informed on delivery progress and resolutions.
- Investigated customer reports of receiving damaged items during the delivery process, collaborating with merchants to verify the incident, determine the root cause, and facilitate appropriate resolutions such as replacements or refunds.
- Coordinated with logistics teams to track and resolve discrepancies between the shipment’s condition upon arrival and the merchant’s expectations, minimizing customer dissatisfaction.
- Utilized fraud detection systems to identify and investigate suspicious activity related to delivery claims and merchant reports, preventing potential fraudulent transactions and ensuring compliance with company policies.
- Provided clear communication to merchants about the resolution process for reported issues, ensuring a seamless customer experience and maintaining a strong partnership with merchants.
- Analyzed trends in delivery issues and worked with the fraud prevention team to develop and implement strategies that reduce future incidents of damage or fraud.
Sales Advisor
Vincci Alamanda Putrajaya
01.2015 - 03.2015
- Company Overview: Sales Advisor for high-end store in Alamanda Putrajaya
- Carrying out sales process, targeted to selling women's accessories and shoes
- Sales Advisor for high-end store in Alamanda Putrajaya
Banquet
Putrajaya Marriott Hotel
12.2014 - 01.2015
Technician & Cashier
IT Ramdach
12.2011 - 03.2012
Education
Art and Design - Metal Contemporary Design
01.2015 - 12.2017
GPA: CGPA 3.32
Art and Design - Fine Metal
01.2012 - 12.2015
GPA: CGPA 3.15
Skills
Analytical Problem Solving
Timeline
Customer Experience Specialist (Differentiated Service Module) - Grab Taxi Sdn Bhd
06.2022 - Current
Customer Advisor I / Virtual Key Account Manager (VKAM) - Concentrix Sdn Bhd
05.2020 - 05.2022
Barista - Gloria Jeans Coffee
09.2019 - 03.2020
Gold Smith / Jewel Smith - SUPER GOLD SDH BHD
03.2019 - 08.2019
Partner Support Center Service (LiveChat) - Concentrix Sdn Bhd
09.2018 - 02.2019
Sales Advisor - Vincci Alamanda Putrajaya
01.2015 - 03.2015
Universiti Teknologi Mara (UiTM Shah Alam) - Art and Design, Metal Contemporary Design
01.2015 - 12.2017
Banquet - Putrajaya Marriott Hotel
12.2014 - 01.2015
Universiti Teknologi Mara (UiTM Machang) - Art and Design, Fine Metal
01.2012 - 12.2015
Technician & Cashier - IT Ramdach
12.2011 - 03.2012
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