Nurul Haziqah Binti Muhamad
Kajang
Summary
Customer Service Professional with experience supporting customers through inbound calls, live chat, email, and ticketing systems. Skilled in active listening, clear communication, structured troubleshooting, complaint handling, accurate documentation, and following SOPs. Maintained 90-100% CSAT and 95-100% QA in previous roles. Brings a patient, empathetic, and detail-oriented approach, with a commitment to protecting customer information, following approved procedures, and escalating sensitive or out-of-scope inquiries appropriately.
Overview
2
2
Languages
1
1
Certification
7
7
years of professional experience
Work History
Customer Service
KuCoin Exchange
04.2024 - 04.2026
- Handled customer enquiries through live chat, email, and ticketing systems, aiming for accurate and timely resolution.
- Supported deposit, withdrawal, account, and transaction-related issues; investigated discrepancies, and coordinated with internal teams when needed.
- Managed P2P order issues and disputes while following platform policies, risk controls, and escalation procedures.
- Maintained 95-100% QA and 95-100% CSAT through consistent customer handling and compliance.
Customer Service Representative
Startek Malaysia
06.2022 - 02.2024
- Handled approximately 60–80 back-to-back inbound calls daily in a high-volume customer service environment.
- Used active listening and structured troubleshooting to understand concerns, explain next steps clearly, and resolve issues.
- Followed call-handling scripts, SOPs, and SLA requirements; escalated cases when required by the process.
- Maintained accurate customer information and interaction records in CRM systems, achieving 90-95% CSAT.
Life Planner
AIA Public Takaful
10.2020 - 06.2022
- Explained protection plan information in clear language, and responded to customer questions and concerns.
- Maintained client records and documentation in line with company guidelines and compliance requirements.
- Conducted follow-ups and after-sales support to enhance customer understanding and satisfaction.
- Received the nationwide "Save A Life" Award for consistently registering 20+ protection-plan policies per month.
- Maintained extensive knowledge of insurance products to provide detailed specifications to customers.
Sales Consultant
Coway Malaysia
01.2019 - 04.2020
- Answered product questions by identifying customer needs and matching solutions.
- Handled objections and complaints professionally while coordinating after-sales follow-up.
- Resolved customer issues quickly using practical problem-solving and clear updates.
Education
Sijil Pelajaran Malaysia (SPM) -
SMK Taman Scientex
Pasir Gudang, Johor01.2018
Skills
- Inbound Customer Support & Call Handling
- Active Listening & Empathy
- Issue Resolution & Structured Troubleshooting
- Complaint Handling & De-escalation
- SOP, SLA & Quality Compliance
- Accurate Customer Records & Documentation
- Confidentiality & Appropriate Escalation
- Live Chat, Email & Ticketing Systems
- CRM Systems, Zendesk & Lark
- CSAT, QA, AHT & FCR Awareness
Certification
- Star of the Month (September), KuCoin Exchange, 2025-09-01, achievement
- Anti-Money Laundering Regulation Certificate, Alison, 2025-01-01, certification
- Data Visualisation with Power BI Certificate, Hanania Jalil, 2025-01-01, certification
- Save A Life Award, AIA Nationwide, 2021-01-01, achievement
Websites, Portfolios and Profiles
https://www.linkedin.com/in/nurul-h-4a4612237?utm_source=share_via&utm_content=profile&utm_medium=member_ios
Languages
English
Proficient
C2
Malay
Proficient
C2
Timeline
Customer Service
KuCoin Exchange
04.2024 - 04.2026
Customer Service Representative
Startek Malaysia
06.2022 - 02.2024
Life Planner
AIA Public Takaful
10.2020 - 06.2022
Sales Consultant
Coway Malaysia
01.2019 - 04.2020
Sijil Pelajaran Malaysia (SPM) -
SMK Taman Scientex