Norafidah Charles

Hap Seng Insurance Services Sdn. Bhd

Kota Kinabalu, Sabah

09.1997 - 11.2024

Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Coached team members to deliver hospitable, professional service while adhering to set service models.
Identified customer service trends to provide recommendations for process and procedural improvements.
Researched and corrected customer concerns to promote company loyalty.
Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.

Similar Profiles