Nora Natasha Zainol
Customer Service
Puchong
Summary
Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Customer Service Specialist
TDCX
10.2022 - Current
- Maintained strong call control and quickly worked through scripts to address problems.
- Attended training sessions regularly to stay current on new products or services.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Processed purchasing new tickets, refunds, and returns of lost or damaged baggage according to policy.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Collected payments.
- Managed high-volume of inbound and outbound customer calls.
- Recognized by management for providing exceptional customer service.
Customer Experience Specialist
GRAB
01.2020 - 09.2022
- Work remotely or in a standard office environment, and you are generally required to have customer service experience.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Collaborated with other departments such as sales, marketing, product development and finance teams for understanding customer needs better.
- Assigning tasks to the agents according to their LOBs.
- Maintain and monitor agents' productivity.
- Sending a daily report to the management.
- Ensuring all the agents completed the task given before the end of the shift.
- Answering calls and assisting customers, merchants, and riders with any issues such as product, sales, marketing, account management, etc.
- Communicate with riders through live chat or email to answer questions, solve problems, and troubleshoot.
Receptionist cum Admin Assistant
PT SWIFT MARKETING SDN. BHD.
10.2018 - 11.2019
- Welcomes visitors in person or on the telephone; answering or referring inquiries.
- Directs visitors by maintaining employee & department directories; giving instructions.
- Maintains safe & clean reception area.
- Perform documentation, printing & filling.
- Open purchasing order (PO).
- Received parcel/stock.
Admin - Internship
TOURISM MALAYSIA
07.2018 - 10.2018
- Editing slides of Azerbaijan presentation.
- Make a calls to Tourism Malaysia (state) for the PATA Travel Mart 2018 event of Tourism Malaysia.
- Out of office to be introduced with a new product such as opening Hotel ibis Kuala Lumpur City Centre.
- Organize the event for The KL Hop-On Hop-Off bus at Matic, Kuala Lumpur.
Education
Diploma - Tourism Management
UNITAR INTERNATIONAL UNIVERSITY
Sijil Pelajaran Malaysia (SPM) - undefined
SMK PUTRA PERDANA
Skills
- Critical Thinking
- Customer service
- Social Media Strategy
- Problem solving
- Customer service
- Performance monitoring
- Communication skills
- Typing proficiency
- Teamwork skills
Personal Information
Age: 25
Timeline
Customer Service Specialist
TDCX
10.2022 - Current
Customer Experience Specialist
GRAB
01.2020 - 09.2022
Receptionist cum Admin Assistant
PT SWIFT MARKETING SDN. BHD.
10.2018 - 11.2019
Admin - Internship
TOURISM MALAYSIA
07.2018 - 10.2018
Sijil Pelajaran Malaysia (SPM) - undefined
SMK PUTRA PERDANA
Diploma - Tourism Management
UNITAR INTERNATIONAL UNIVERSITY
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