MUHAMMAD ADAM CHANDRA RICHARD
Selangor
Summary
Customer Service Executive with a focus in customer centricity.
Professional with strong background in customer service, ready to deliver impactful results. Capable of handling complex customer interactions with empathy and efficiency, adept at problem-solving, and skilled in communication. Valued team player known for adaptability and fostering collaborative environments. Proficient in conflict resolution, CRM systems, and multi-channel support.
Diligent with solid background in customer service operations. Successfully resolved customer issues and improved satisfaction levels through effective communication. Demonstrated excellent problem-solving and conflict resolution skills.
Overview
19
19
years of professional experience
Work History
Customer Service Executive
KONE ELEVATOR (M) SDN B
05.2015 - Current
- Managed inbound customer inquiries, providing prompt and effective resolutions to queries while escalating unresolved complaints to appropriate channels.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Promptly responded to inquiries and requests from prospective customers.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Implemented new protocols to optimize team performance and deliver consistent results.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Conducted outbound calls for surveys, engaging decision-makers to assess customer satisfaction and gather feedback on service updates, ensuring accurate documentation in Salesforce.
- Analyzed monthly repair breakdown reports to identify trends and recommend improvements to operational processes.
- Delivered clear and concise information about company products, services, and promotions, addressing customer questions and concerns.
- Processed orders, transactions, and service requests in a timely and accurate manner.
- Resolved technical issues and provided troubleshooting assistance to customers, ensuring a seamless experience.
- Proactively reached out to customers for follow-ups and to promote customer retention and satisfaction.
- Handled customer complaints with empathy and professionalism, ensuring timely resolution and fostering positive relationships.
- Managed a variety of customer service tasks, including compiling service sheets, handling Core 3 nursing calls, and completing LHDN stamping requirements.
- Supported reporting functions, including call-out reports and Genpact CSD Phase 2 initiatives, ensuring data integrity and accurate tracking.
- Collected and analyzed customer feedback to drive continuous improvement in service delivery.
- Utilized SAP for invoice processing, ensuring timely and accurate billing for clients.
Customer Service Executive
TM Malaysia
02.2014 - 03.2015
- Temporary customer service in TM
- Handling inbound customer query escalate issue to higher level when needed
- Compiling reports
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained new personnel regarding company operations, policies and services.
Retail management trainee
Carrefour ( M) Sdn Bhd
01.2006 - 12.2009
- Leadership Development: Underwent comprehensive training in retail management, developing skills in staff supervision, customer service, sales strategies, inventory control, and operational procedures.
- Team Supervision: Assisted in managing daily store operations, including supervising and motivating staff to achieve sales targets and ensure exceptional customer service.
- Customer Service Excellence: Provided high-quality customer service by addressing inquiries, resolving complaints, and maintaining positive customer relationships to drive satisfaction and repeat business.
- Sales Optimization: Assisted in the implementation of sales promotions and marketing strategies, driving sales growth and meeting monthly revenue targets.
- Inventory Management: Supported inventory control by assisting in stock management, conducting regular stock checks, ensuring proper product placement, and minimizing stock loss.
- Training and Development: Contributed to the training of new staff, providing guidance on company policies, product knowledge, and customer service standards.
- Store Operations: Assisted in the preparation of visual merchandising and store displays to maintain an attractive shopping environment and enhance product visibility.
- Financial Reporting: Supported daily cash management and cash register reconciliation, ensuring accuracy and compliance with company financial procedures.
- Problem Solving: Actively addressed customer issues and operational challenges by implementing effective solutions, improving overall store performance.
- Health and Safety Compliance: Ensured that store operations complied with company policies and local regulations, including health and safety standards, to provide a safe and welcoming environment for both employees and customers.
Education
Bachelor of Science - PROJECT MANAGEMENT
OPEN UNIVERSITY MALAYSIA
12.2024
Skills
- Call Center
- Customer service
- Phone etiquette
- Sales
- Organisational skills
- Computer skills
- Communication skills
- Time management
- Customer support
- Persuasive Speaking Skills
- Empathy
- Adaptability
- Ability to Use Positive Language
- Clear Communication Skills
- Self-Control
- Team collaboration
- Customer engagement
- Customer relationship management
- Complaint handling
- Client engagement
- Presentation skills
- Online chat and email
- Relationship building
- Call center experience
- Customer needs assessment
- Issue escalation
- Satisfaction monitoring
- Technical support
- Call control
- Problem-solving abilities
- Customer relationship management (CRM)
- MS office
- Teamwork and collaboration
- Brand representation
- Product knowledge
- Data entry
- Customer relations
- Problem resolution
- Data management
- Inbound call management
- Sales closing
- Call documentation
- Product education
- Billing adjustments and refunds
Languages
English
MALAY
Tamil
Mandarin
Personal Information
- Willing To Relocate: Anywhere
- Date of Birth: 05/26/84
Timeline
Customer Service Executive
KONE ELEVATOR (M) SDN B
05.2015 - Current
Customer Service Executive
TM Malaysia
02.2014 - 03.2015
Retail management trainee
Carrefour ( M) Sdn Bhd
01.2006 - 12.2009
Bachelor of Science - PROJECT MANAGEMENT
OPEN UNIVERSITY MALAYSIA
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