MUHAMMAD SAIFUL AMBIA
Tanjung Agas Kg Tanjung Agas
Summary
Results-driven Customer Service Executive with a commitment to exceptional customer satisfaction. Managed multiple queries and resolved complex complaints, enhancing service quality. Thrives in high-pressure environments, meeting tight deadlines while collaborating effectively within teams.
Overview
8
8
years of professional experience
Work History
Customer Service Executive
STARTEK
ARA DAMANSAR, MALAYSIA
06.2025 - Current
- Delivered high-quality customer service to maintain excellent customer satisfaction and resolved all matters effectively.
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
- Resolved complex complaints and issues to uphold customer satisfaction and strengthen customer relationships.
- Remained calm under pressure to handle customer complaints and solve problems.
- Managed time effectively to handle multiple customer queries simultaneously without compromising service quality.
- Provided further support through follow-ups on customer interactions to enhance overall service experience.
- Maintained working knowledge of available products and services for enhanced customer service.
- Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls.
- Listened to clients to identify requirements and prepare accurate tickets for further action.
CUSTOMER SERVICE EXECUTIVE
ENVO BPO
PETALING JAYA, MALAYSIA
06.2024 - 06.2024
- Responded to customer emails about cruise bookings, ensuring timely and accurate information.
- Assisted customers in modifying their sailing dates during booking consultations.
- Facilitated the addition or modification of passengers on a booking.
- Process booking cancellations and handle refund requests.
- Resolved booking system errors, minimising disruption to customer experiences.
- Addressed customer queries on promotions and special offers, enhancing customer satisfaction.
CUSTOMER SERVICE
Air Selangor
07.2022 - 01.2024
- Provide timely and professional assistance to customers via inbound calls.
- Responded promptly to customer inquiries across email, phone, and social media, ensuring a consistent customer experience.
- Deliver an exceptional experience to every customer by exceeding their inquiries, feedback, and needs.
- Ensure customer satisfaction and provide accurate information regarding products, services, and policies.
- Managed customer communication from initial contact to resolution, ensuring timely escalation of issues to relevant departments.
- Collaborated with team members to enhance response times and deliver quality replies to customers.
- Demonstrated a positive and empathetic attitude during customer interactions to enhance their experience.
- Documented customer interactions, transactions, comments, and complaints to ensure accurate record-keeping.
LEADER PRODUCTION
PK AGRO INDUSTRIAL PARK
SENAWANG, MALAYSIA
11.2018 - 07.2022
- Lead the meal inventory control process for packaging and finished goods, ensuring accurate stock levels and timely replenishment.
- Monitor and optimize the packaging process and frozen product activities, ensuring efficiency and quality.
- Collaborated with assistant supervisor/manager on power planning operations to enhance workflow efficiency.
- Conducted training sessions for manufacturing employees on job responsibilities and safety procedures, fostering a safer work environment.
- Maintain a clean, organised, and safe packing area, adhering to hygiene and safety standards.
Education
DIPLOMA - CHEMICAL ENGINEERING IN FOOD TECH
University Kuala Lumpur Micet
Alor Gajah, 0401-2017
Skills
- Customer Service Skills
- Booking management
- Proficiency in Microsoft Office
- Time Management Skills
- Multitasking efficiency
- Problem-Solving Skills
- Critical Thinking Skills
- Communication Skills
- Active listening
- Empathetic communication
- Teamwork Skills
- Initiative and Independence
- Call handling metrics understanding
Custom
- Adaptability
- Reliability
- Integrity
- Positivity
- Resilience
- Professionalism
- Creativity
- Open-mindedness
- Confidence
- Empathy
Timeline
Customer Service Executive
STARTEK
06.2025 - Current
CUSTOMER SERVICE EXECUTIVE
ENVO BPO
06.2024 - 06.2024
CUSTOMER SERVICE
Air Selangor
07.2022 - 01.2024
LEADER PRODUCTION
PK AGRO INDUSTRIAL PARK
11.2018 - 07.2022
DIPLOMA - CHEMICAL ENGINEERING IN FOOD TECH
University Kuala Lumpur Micet