Nurfarah Aida Shahar
Kuala Lumpur
Summary
Experienced with handling complex customer inquiries and technical issues. Utilizes analytical skills to provide effective solutions and improve overall customer experience. Track record of maintaining high customer satisfaction through efficient and empathetic service
Overview
4
4
years of professional experience
2
2
Languages
Work History
L2 Customer Service Representative
Transcosmos Malaysia
06.2025 - Current
- Managed high-priority and escalated cases from buyers and sellers requiring advanced investigation and resolution via call and email.
- Served as the second-level support team for complex customer issues that could not be resolved by L1 agents.
- Conducted thorough investigations by reviewing account activities, transaction records, logistics updates, and policy compliance.
- Coordinated and cross support with internal team, including Operations, Logistics, Payments, Fraud, and Seller Management teams to ensure timely case resolution.
- Delivered effective service recovery solutions to address customer dissatisfaction and restore trust in the platform by identified root causes of recurring issues and recommended process improvements to enhance operational efficiency and customer satisfaction.
- Handled sensitive cases involving account restrictions, payment disputes, order fulfillment issues, logistics concerns, and policy-related escalations.
Customer Service Representative
Transcosmos Malaysia
07.2024 - 2025
- Responded to customer inquiries via phone, live chat and assisted them with orders, payments, shipping, returns, refunds, vouchers, and account issues.
- Handled complaints and provided solutions according to company policies.
- Escalated complex cases to relevant teams for further support.
- Achieved KPIs, including SLA, quality, productivity, and customer satisfaction targets.
- Guided customers on platform features, policies, and procedures.
- Provided service recovery solutions to maintain customer trust and satisfaction.
Production Line Worker
AFC Manufacturing Sdn Bhd
01.2023 - 06.2024
- Operated machinery to assemble products according to quality standards.
- Conducted routine inspections to ensure compliance with safety regulations.
- Followed safety protocols to prevent accidents and injuries to self and colleagues.
- Inspected extruded product for appearance and size defects according to specifications.
- Maintained a clean and organized workspace, adhering to 5S principles for optimal efficiency and safety.
Administrative Clerk
Mec Jati Consortium Sdn Bhd
01.2022 - 12.2022
- Processed incoming correspondence and maintained organized filing systems to enhance document retrieval.
- Entered data into system and updated customer contacts with information to keep records current.
- Input data and processed system change to generate accurate reports.
- Reduced errors in data entry tasks by maintaining accurate records and utilizing verification methods.
Education
Bachelor of Science - Management Information Systems
Universiti Teknologi MARA
Machang, Kelantan, Malaysia 04.2001 -
Diploma - Information Management
Universiti Teknologi MARA
Merbok, Kedah, Malaysia 04.2001 -
Skills
Call center experience
Organizational skills
Excellent communication
Multitasking Abilities
Microsoft windows and office
Problem-solving abilities
Teamwork and collaboration
Timeline
L2 Customer Service Representative
Transcosmos Malaysia
06.2025 - Current
Customer Service Representative
Transcosmos Malaysia
07.2024 - 2025
Production Line Worker
AFC Manufacturing Sdn Bhd
01.2023 - 06.2024
Administrative Clerk
Mec Jati Consortium Sdn Bhd
01.2022 - 12.2022
Bachelor of Science - Management Information Systems
Universiti Teknologi MARA
04.2001 -
Diploma - Information Management
Universiti Teknologi MARA
04.2001 -