NUR FARZANA MOHD IZHAR
Customer Support
Kuala Lumpur
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Customer Service Specialist
Klook Travel Technology
12.2023 - Current
- Handles and responds to customer enquiries and complaints through online chat and/or e-mails
- Ensures all customer inquiries/ issues/ complaints are resolved according to the company's processes and procedures
- Identifies and escalates difficult and complex issues to senior team members
- Maintains a positive, empathetic and professional attitude towards customer
- Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the company's system
- Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions
- Liaises with external vendors and service operators to fulfill booking changes
- Keeps updated with company procedures and processes
- Shares customer feedback with relevant departments for further improvements
- Other duties as may arise from time to time and as may be assigned to the employee.
- Outbound call to merchant for any urgent cases needed to be escalated
- Zendesk
- Salesforce
Trust & Safety Associate
Accenture Malaysia
11.2021 - 11.2023
- Review, classify and/or eliminate highly sensitive content with a proven ability to achieve productivity everyday.
- Understand and remain updated on changing client policies and guidelines.
- Engage in conversation around socially sensitive topics with the purpose of keeping our communities safe.
- Participate in continuous training programs and workgroup discussions for optimal development in the role.
- Assist with the day-to-day operations of an office by doing tasks such as planning meetings and taking detailed minutes and handling administrative requests and queries from senior leaders.
- Having coach wellness session individually and group monthly to support our mental health as well as the career progression growth.
Customer Service Executive
Webhelp APAC
06.2020 - 11.2021
- Primarily handle escalations, manager callbacks and service recovery cases via emails and chats
- Manning of respective escalation queues and backlogs
- To communicate effectively and accurately when communicating with users & internal
- To assist Team Leader to monitor real time performance and initiate appropriate actions
- Meet Key Performance Indicators such as average handling time, FCR rate, email/chat response rate, customer satisfaction score and etc
- Communicate effectively by providing accurate information to Shopee users and external partners
- Take on ad-hoc projects/assignments
- Monthly Top Performance (Individual) WEBHELP APAC 2020 & 2021
- Monthly Top Performance (Team) WEBHELP APAC 2020 & 2021
Education
BACHELOR OF HUMAN DEVELOPMENTAL SCIENCE - Psychology, Human Resources
UNIVERSITI PUTRA MALAYSIA
01.2016 - 01.2020
Skills
Good communication skills
Time management
Active listening
Follow-up skills
Team development
Delivery scheduling
Customer service
Complaint resolution
Customer relations
Problem-solving
Critical thinking
Decision-making
Task prioritization
Awards
- Dean List Award Semester 7 UPM
- Monthly Top Performance (Individual) WEBHELP APAC 2020 & 2021
- Monthly Top Performance (Team) WEBHELP APAC 2020 & 2021
Timeline
Customer Service Specialist
Klook Travel Technology
12.2023 - Current
Trust & Safety Associate
Accenture Malaysia
11.2021 - 11.2023
Customer Service Executive
Webhelp APAC
06.2020 - 11.2021
BACHELOR OF HUMAN DEVELOPMENTAL SCIENCE - Psychology, Human Resources
UNIVERSITI PUTRA MALAYSIA
01.2016 - 01.2020
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