Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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MUHAMMAD HANAFI

MUHAMMAD HANAFI

Customer Service Associate
No 1881, Jalan E5/10 Taman Ehsan, Kepong, Kuala Lumpur

Summary

Enthusiastic and motivated individual with a passion for customer service. Adept at working independently and collaboratively within team settings to achieve shared goals. Skilled communicator and problem solver dedicated to creating positive customer experiences through effective communication and innovative solutions.

Overview

5
5
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Customer Service Associate

TDCX Malaysia
10.2021 - Current
  • Proven performance in handling emails and live chats from Samsung Singapore's customer.
  • Recognized as Top Performer Agent in Livechat and Email certification 4 times by Samsung Singapore, consistently surpassing performance goals and improving response efficiency.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Managed high chat volume with exceptional time management skills, minimizing wait times for customers.
  • Trained new team members on best practices for customer engagement and issue resolution.

Service Recovery Team

Transcosmos Malaysia Sdn Bhd
06.2021 - 10.2021
  • Handling customer complaints, processing refunds, and managing fraud-related cases. Demonstrated strong problem-solving skills, attention to detail, and ability to resolve issues efficiently while maintaining high customer satisfaction.
  • Collaborated with cross-functional teams to investigate and address service failures and implement preventive measures.

Customer Service Professional

VADS BERHAD
12.2019 - 05.2021
  • Managed to assists irate customer by providing excellent customer service at all times.
  • Being part of Floor Support team in assisting new hired agents.

Education

Diploma - Culinary Arts

Kolej Vokasional ERT Setapak
Setapak, Kuala Lumpur
04.2014 - 09.2018

Skills

  • Effective multitasking skills

  • Collaborative team player

  • Ability to swiftly acquire new skills

  • Support and resolution skills

  • Conflict resolution

Additional Information

Norazzeila (Team Leader) - 013-2981388

Wan Mohd Amir (Team Leader) - 019-2115368

Timeline

Customer Service Associate

TDCX Malaysia
10.2021 - Current

Service Recovery Team

Transcosmos Malaysia Sdn Bhd
06.2021 - 10.2021

Customer Service Professional

VADS BERHAD
12.2019 - 05.2021

Diploma - Culinary Arts

Kolej Vokasional ERT Setapak
04.2014 - 09.2018

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