MUHAMMAD FIRDAUS
Summary
Experienced Customer Service Executive with a strong background in providing excellent customer support through phone, email, and live chat. Skilled in handling customer enquiries, resolving complaints, and providing accurate product information in a fast-paced environment. Experienced in processing orders, returns, and refunds while ensuring high customer satisfaction. Strong ability to coordinate with internal teams to ensure timely service and efficient issue resolution. Committed to delivering professional customer service, maintaining product knowledge, and continuously improving the overall customer experience.
Overview
6
6
years of professional experience
Work History
Customer Service Specialist - (TiktokShop)
TDCX Sdn Bhd
04.2025 - Current
- Provided assistance to customers regarding product-related questions and issues.
- Processed customer orders, returns, and refunds with efficiency, enhancing overall satisfaction levels.
- Managed customer complaints through clear communication and effective problem solving, ensuring resolution and customer satisfaction.
- Managed outbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Developed and implemented customer service guidelines and procedures, standardising response times and maintaining consistent service quality.
- Resolved customer service enquiries efficiently by providing clear information.
- Maintained up-to-date knowledge of products and services to offer informed support and advice.
- Coordinated logistics and supply chain teams to achieve timely product delivery, enhancing customer experience.
- Coordinated with logistics teams to optimise delivery schedules, reducing wait times and improving customer satisfaction scores.
- Conducted customer satisfaction surveys and analysed feedback to identify areas for improvement.
Customer Service Executives (Shopee)
Transcosmos Sdn. Bhd (TCMY)
02.2024 - 03.2025
- Handled calls professionally, providing accurate information and effective solutions to customer queries while offering live chat support for real-time assistance.
- Responded to customer inquiries across multiple channels, delivering timely and accurate information through call, email, and chat.
- Provided personalised customer service, managing complex complaints and issues to uphold customer satisfaction while maintaining professionalism and proper phone etiquette.
- Managed inbound calls in a high-volume contact centre, providing detailed product information to customers.
Assistant Supervisor
Lola by Serai Group Sdn Bhd
01.2022 - 01.2024
- Ensuring all staff keep maintaining the quality of the service and food
- Handled customer complaints and feedback regarding service and food preparation, ensuring resolution and satisfaction
- Provided personalised customer service while maintaining professionalism and proper phone etiquette
- Handled calls and emails professionally, providing accurate information and effective solutions to customer queries
- Received customer orders and event bookings
Job Recruiter
Accurate Company Sdn Bhd
01.2021 - 11.2021
- Implemented recruiting strategies and coordinated interview and screening processes for candidates
- Conducted candidate interviews to assess qualifications and fit for roles, sorted applications to identify potential candidates, and filled open positions by selecting the most suitable applicants
- Ensured compliance with client requirements for each position
Education
Diploma - Human Resource Management
Kolej Poly-Tech Mara
Kuala Lumpur01-2015
Sijil Pelajaran Malaysia - Commerce & Arts
SMK Taman Bunga Raya
Selangor01-2011
Skills
- Product knowledge
- Multichannel support
- Call handling
- Complaint resolution
- Logistics coordination
- Customer relationship management
- Problem solving
- Pressure handling
- Conflict management
- Active listening
- Customer service expert
- Problem-solving
References
- Mrs. Sereen Prabhakaran, Team Leader, TDCX Sdn Bhd - 010-914 5942
- Mrs. Nursyaza Aqilah, Team Leader, TCMY Sdn Bhd - 019-569 5667
Timeline
Customer Service Specialist - (TiktokShop)
TDCX Sdn Bhd
04.2025 - Current
Customer Service Executives (Shopee)
Transcosmos Sdn. Bhd (TCMY)
02.2024 - 03.2025
Assistant Supervisor
Lola by Serai Group Sdn Bhd
01.2022 - 01.2024
Job Recruiter
Accurate Company Sdn Bhd
01.2021 - 11.2021
Diploma - Human Resource Management
Kolej Poly-Tech Mara
Sijil Pelajaran Malaysia - Commerce & Arts
SMK Taman Bunga Raya