Nanthinie Thangarajoo
kuala lumpur
Summary
Customer Care Consultant skilled in technical troubleshooting and customer relationship management. Resolves complex issues by facilitating communication between customers and technical support teams, ensuring customer satisfaction and loyalty. Advocates for customer needs by analysing service data and suggesting process improvements. Empathetic Customer Care Consultant adept at fostering positive customer experiences. Manages customer inquiries effectively, utilising CRM software to document interactions and track enquiries. Delivers timely resolutions for billing disputes and technical issues, enhancing overall service quality. Customer service professional with expertise in handling customer inquiries, resolving issues, and providing product information. Adept at maintaining positive relationships, managing high-volume interactions, and ensuring customer satisfaction. Skilled in using CRM systems, analysing feedback, and implementing improvements.
Overview
16
16
years of professional experience
Work History
Customer Care Consultant
maxis broadband sdn bhd
selangor , malaysia
10.2025 - Current
- Facilitated communication between customers and technical support teams for complex issue resolution.
- Utilised CRM software to record customer interactions, track enquiries, and manage personal information securely.
- Roaming Bill Disputes: Investigating and resolving customer concerns regarding charges incurred while roaming, which may involve explaining billing details, package inclusions, and usage logs.
- Device Delivery: Providing updates, tracking information, and troubleshooting issues related to the delivery of mobile devices or other equipment.
- Home Fibre Fault Trouble Shoot: Guiding customers through initial troubleshooting steps for home fiber internet problems, diagnosing potential issues, and escalating complex cases to technical teams.
- Appointment Details: Scheduling, confirming, or modifying appointments for technical support, installations, or other services.
- Roaming Pass Activation and Cancellation: Assisting customers with adding or removing international roaming passes, explaining terms, and ensuring proper activation or deactivation.
- Device Order Details: Providing information on new device orders, current order status, and details about specific models or plans.
- Contract Termination: Explaining the process and potential fees associated with ending service contracts.
- Fibre Technical Issue: Offering support for various technical problems with fiber internet, which could range from connectivity issues to slow speeds, and coordinating with specialized technicians when necessary.
- Advocated for customers' needs internally, suggesting product improvements and service enhancements based on feedback.
- Analysed customer service data to identify trends, report on performance, and recommend process improvements.
- Processed refunds, exchanges and service requests for customers.
Customer Service Representative
Daythree Business Services
SELANGOR , MALAYSIA
08.2024 - 09.2025
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
- Implemented feedback gathering mechanisms, improving service delivery and enhancing customer experience.
- Followed-up on customer interactions to provide further support.
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
Customer Service Agent,
Sudong SDN BHD, Klang
SELANGOR , MALAYSIA
01.2017 - 09.2020
- Resolved customer queries over phone and by email.
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Maintained up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Developed and maintained strong relationships with customers through exceptional service and follow-up communications.
- Built meaningful connections with customers to promote customer loyalty.
Axualiary Police
Certis Cisco Singapore, Singapore
, singapore
07.2012 - 11.2013
- Conduct security patrols and access control
- Perform security screenings and surveillance monitoring
- Respond to incidents, emergencies, and suspicious activities
- Provide armed escort services for valuables, VIPs, or detainees
- Manage crowd control and traffic operations during events
- Protect government and commercial premises
- Support checkpoint and immigration security operations
Customer Service Executive,
Celcom VADS, Kuala Lumpur
kuala lumpur, malaysia
03.2010 - 03.2013
- Handle inbound and outbound customer calls
- Assist customers with prepaid SIM activation and registration
- Resolve issues related to reloads, mobile data, network, and billing
- Explain prepaid plans, promotions, and add-on packages
- Support customers with account verification and troubleshooting
- Respond to customer complaints professionally and efficiently
- Maintain accurate customer records in the system
- Meet service quality and response time targets
Education
Higher National Diploma - business administration
NILAI INTERNATIONAL UNIVERSITY
nilai2009
SPM - ACCOUNTS
SMK BANDAR BARU SUNGAI BULOH
Selangor2008
Skills
- Customer relationship management
- Technical troubleshooting
- CRM software usage
- Data analysis
- Customer service
- Conflict resolution
- Appointment scheduling
- Inquiry handling
- Product knowledge
- Service recovery
- Empathetic communication
- Feedback implementation
- Positive attitude
- Customer service excellence
- Customer follow-ups
- Call handling efficiency
- Patience under pressure
- Handling difficult customers
- Time-management
- Decision making
- Professionalism
- Active listening
- Time management expertise
- Relationship-building
- Sales techniques
- Product knowledge expertise
Languages
English
Proficient
C2
Malay
Proficient
C2
Tamil
Proficient
C2
Interests
- Photography
- Listening to podcasts/self-development
- Event organizingTeam sports
- Volunteering/community service
- Gaming strategy
- Bowling
Timeline
Customer Care Consultant
maxis broadband sdn bhd
10.2025 - Current
Customer Service Representative
Daythree Business Services
08.2024 - 09.2025
Customer Service Agent,
Sudong SDN BHD, Klang
01.2017 - 09.2020
Axualiary Police
Certis Cisco Singapore, Singapore
07.2012 - 11.2013
Customer Service Executive,
Celcom VADS, Kuala Lumpur
03.2010 - 03.2013
Higher National Diploma - business administration
NILAI INTERNATIONAL UNIVERSITY
SPM - ACCOUNTS
SMK BANDAR BARU SUNGAI BULOH