Si Ji Ng
Customer Service Assistant Manager
Kuala Lumpur
Summary
Dynamic leader in customer experience and process improvement.
Skilled in account management, team coordination, and operational excellence, with a strong focus on client relationships and effective complaint handling.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Assistant Manager
LRQA Malaysia
2022.09 - Current
- Oversee the Customer Services team to ensure seamless operations from planning to invoicing.
- Lead team development, including recruitment, performance management, and training to achieve business objectives.
- Manage service delivery, build strong customer relationships, and identify new business opportunities.
- Communicate and implement changes, optimizing resource utilization across the team.
- Address service delivery issues, monitor KPIs, support operational improvements, and mentor team members.
Senior Customer Service Advisor
LRQA Malaysia
2021.11 - 2022.08
- Prioritize and complete client service tasks in alignment with global and local business needs.
- Handle complex client queries and proactively resolve service issues within deadlines.
- Build and maintain strong client relationships through proactive communication.
- Identify and address potential client complaints and business opportunities for improvement.
- Ensure accuracy and completeness of client data in business systems.
Scheduling Coordinator
Agilent Technologies Sales (M) Sdn Bhd
2016.08 - 2021.07
- Plan and coordinate schedules with managers and supervisors.
- Oversee equipment maintenance for customers across Malaysia.
- Adjust onsite schedules to accommodate changing conditions like material shortages.
- Manage customer feedback and develop action plans for improvements.
- Verify system accuracy and compliance by engaging with customers and internal teams, fostering strong relationships with management.
Education
Master of Project Management -
HELP University
Kuala Lumpur 2019.01 - 2021.06
BBA - Bachelor of Business: International Business
HELP University
Kuala Lumpur 2013.09 - 2016.06
Skills
Customer experience
Account Management
Complaint Handling
Process Improvement
Adaptability and Flexibility
Language (English, Malay, Mandarin, Cantonese)
Timeline
Customer Service Assistant Manager
LRQA Malaysia
2022.09 - Current
Senior Customer Service Advisor
LRQA Malaysia
2021.11 - 2022.08
Master of Project Management -
HELP University
2019.01 - 2021.06
Scheduling Coordinator
Agilent Technologies Sales (M) Sdn Bhd
2016.08 - 2021.07
BBA - Bachelor of Business: International Business
HELP University
2013.09 - 2016.06
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