VIROSHA A/P VIJAYAN NAIR
Subang Jaya
Summary
Results-oriented Customer Service Representative with 5 years of experience in fast-paced environments. Resolves customer inquiries and complaints efficiently while enhancing client satisfaction and loyalty. Collaborates with cross-functional teams to improve service delivery and maintains detailed records to drive operational efficiency.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Watsons HQ
06.2025 - Current
- Handled incoming customer calls professionally, assisting with inquiries to ensure quick resolutions.
- Resolve customer concerns through phone and email while providing excellent customer service.
- Respond promptly to customer emails with accurate information and support.
- Checked order status with courier and updated customers on delivery delays to maintain transparency.
- Process order cancellation requests according to company policies and procedures.
- Completed daily tickets efficiently to ensure smooth operations.
- Escalated customer complaints regarding store staff to store manager for timely investigation and resolution.
- Customers place their orders online.
Customer Service
Maxis
11.2024 - 05.2025
- Handled inbound calls, emails, and chat inquiries to address customer needs promptly.
- Managed customer inquiries and resolved issues effectively
- Followed up with clients to ensure resolution of outstanding cases and enhance customer satisfaction.
- Conducted outbound calls to proactively engage clients and provide tailored assistance.
- Provided technical support for mobile devices and services, ensuring timely resolution of complex issues.
- Coordinated with internal teams to escalate and resolve technical issues promptly
Customer Service Executive
Daythree
04.2023 - 10.2024
- Met or exceeded monthly KPIs, including call resolution time, customer satisfaction score (CSAT), and average handling time (AHT).
- Facilitated account management, billing queries, and service activation to enhance customer satisfaction
- Processed service requests including new connections, disconnections, and plan modifications to meet customer needs
- Provided technical assistance for mobile and internet
- Escalated unresolved issues to relevant departments, ensuring timely resolution and improved service delivery
- Maintained accurate records of customer interactions in CRM systems
Customer Service (Airlines)
IGT
06.2021 - 02.2023
- Managed inbound customer inquiries for flight bookings, changes, cancellations, and baggage, ensuring timely resolutions and customer satisfaction.
- Delivered precise information on flight schedules, fares, and check-in procedures, enhancing customer experience and minimising confusion.
- Facilitated special service requests (meals, wheelchair assistance, frequent flyer queries) to meet diverse customer needs and improve service quality.
Customer Service And Admin
Super Quick Freight
07.2017 - 02.2020
- Delivered cargo to designated location, confirmed proof of delivery (POD) with consignee.
- Unloaded cargo, performed import customs clearance at destination.
- Loaded cargo onto aircraft, tracked shipment throughout transit.
- Completed export customs formalities, securing approval for flight.
Education
Diploma - Physiotherapy
Sime Darby college
01-2010
SPM -
SMK Usj 13
01-2010
Skills
- Technical support
- Customer complaint handling
- Problem Solving
- Time Management
- Teamwork
- Communication Skills
- Active Listening
Languages
Bahasa Malaysia
Proficient
C2
English
Proficient
C2
Tamil
Advanced
C1
Custom
Raguram, Team leader, 60168357358
Timeline
Customer Service Representative
Watsons HQ
06.2025 - Current
Customer Service
Maxis
11.2024 - 05.2025
Customer Service Executive
Daythree
04.2023 - 10.2024
Customer Service (Airlines)
IGT
06.2021 - 02.2023
Customer Service And Admin
Super Quick Freight
07.2017 - 02.2020
Diploma - Physiotherapy
Sime Darby college
SPM -
SMK Usj 13