BASHEER OSMAN
Summary
Customer service expert who identifies client’s need and provide tailor-made solution to issues and request. Highly committed to exhibiting high-quality customer care to create a positive customer experience. Personable and professional to handle a challenging situation. Highly motivated, energetic, and creative thinker.
Overview
15
15
years of professional experience
Work History
Customer Support Associate (Night)
Secretlab SG PTE LTD
11.2020 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Identified issues, analyzed information and provided solutions to problems.
- Developed and maintained courteous and effective working relationships.
- Worked flexible hours; night, weekend, and holiday shifts.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Handled warranty, shipping, cancellation as well as return/retention.
- Returns: To assist customers with return/retention of the products.
- Warranty: Assisting customers with warranty concern. To offer troubleshooting guides. Request for replacement parts and ship them to the customer.
- Shipping: To manage customers expectations caused by delays and damaged goods.
- Handled live chats and email via Zendesk.
- Deal mostly with US, UK, EU, CA, AU, NZ & SG customers as well as counterparts.
Lifestyle Concierge
John Paul
11.2018 - 11.2020
- Servicing APAC customers through various delivery channels (via phone, email, and digital requests) to exceed client objectives of utilization, brand recognition, and customer loyalty
- Understands the culture and needs of the customer to be able to speak to and fulfil their requests
- Researches, recommends, and fulfils on customer requirements based on their Travel and lifestyle needs
- Possess with an excellent knowledge of fine dining restaurant, celebrity chefs, luxury brands and always keep up to date with the latest developments / events across the globe
- Provide Program Benefit Support, delivering on client value propositions while providing a seamless customer service experience when dealing with other departments
- Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Holiday Counsellor
Interval International
07.2017 - 07.2018
- Handle member's enquiries through inbound calls and email
- Handle Australian and Indonesian for their queries
- Handle web booking requests
- Making reservations and accommodation bookings for member's holiday needs
- Promote travel-related products and services
- Achieving individual monthly sales target
- Advise members about their club benefits and resolve issues and challenges
- Assisted customers with signing up and renewing memberships and provided details about key benefits
- Reason for leaving: Retrenchment.
Customer Service Officer
Teledirect Asia Co. Ltd
04.2015 - 05.2017
- Answering of phone calls making sure customer details and enquiry is keyed into the system
- Create an escalation case for matters which need special handling from the relevant department
- Create and send out emails to customer
- Assisted Team Leader in handling reports for SLA
- Resolved customer complaints or problems to decrease escalation issues to corporate
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Reason for leaving: Looking for job with better prospect.
Customer Service Officer
Yamato Transport(S) Pte Ltd
01.2014 - 03.2015
- Ta-Q-Bin –, Answering of phone calls making sure customer details and enquiry is keyed into the system
- Making sure parcels are delivered at the correct timing and day
- Dealing with customers whose parcel/items that have been lost in transit during the changing of the location to be delivered to
- We are needed to go down to the branch to find the parcels
- (check with customers what items did they pack and how did they pack it and description of the items
- Pick up location of the parcel and to which location)
- We will have to create parcel accident report and send it to the branch managers for their confirmation of the missing/broken parcel
- Conducted in-depth inspections of both incoming and outgoing shipments to support quality assurance goals
- Kept records accurate and current by documenting all movements in company system
- From JobStreet.com
- Creating a complaint report for customer
- Reason for leaving: Looking for job with better prospect.
Customer Service Agent
Starhub
10.2012 - 12.2013
- To ensure customer is pleased in getting their enquiries regarding their bills or other telecommunications questions answered
- Connected callers with appropriate professional, department or business
- Accurately read, understood the customer requests and carried it out
- Responded to customer inquiries with patience and positivity to establish excellent first impression
- Maintained accurate records of calls placed and received
- Achievements
- Received certificate of CSO Frontline training
- No adverse complaints received
- Follow up thoroughly with customer to ensure maximum satisfaction
- Reason for leaving: Contract Ended.
Customer Service Agent
Rocket Internet GMBH
03.2012 - 08.2012
- To ensure customer is pleased in getting their orders at the right time and place
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction
- Update online portal with new list of restaurants
- Achievements
- Received compliments from customer
- No adverse complaints received
- Follow up thoroughly with customer to ensure maximum satisfaction
- Reason for leaving: Company downsizing.
Medical Technician
Singapore Civil Defence Force
09.2009 - 09.2011
- To assist with the medical equipment and ensure each item works in an orderly manner
- Achievements
- No complaints received
- First Aid trained
- Ensure the safety of patients.
Subaru MotorImage Pte Ltd
- 01.2008
- To ensure that all Subaru cars that comes to the workshop are properly maintain and service
- Followed all standard safety practices to avoid accidents as per company regulations
- Reviewed work orders and discussed with supervisors
- Replaced and installed new machinery, equipment and parts
- Maintained quality assurance and customer satisfaction objectives
- Achievements
- Involved in 2006 & 2008 Motorshow
- Involved in Subaru Palm Show Challenge in 2006 –, Reason for leaving: Contract ended.
Merchandise Operations Associate
Williams-Sonoma
01.2024 - Current
Education
GCE 'N' Level - undefined
ITE DOVER (Subaru)
2009
undefined
Loyang Secondary School
2005
Skills
- Problem Solving
- Adaptability
- Change Management
- Critical Thinking
- Sales
- Telephone etiquette
- Vendor interaction
- Travel Itinerary Specialist
- Time Management
- Late-Night Shift Availability
- Customer Support
- VIP Customer Support
- Providing Customer Support
- Escalated Customer Support
- Customer Service Support
- Customer Oversight
- Customer Satisfaction
- Customer Retention
- Customer Response
Languages
English
Bilingual or Proficient (C2)
Malay
Advanced (C1)
Indonesian
Upper intermediate (B2)
Timeline
Merchandise Operations Associate
Williams-Sonoma
01.2024 - Current
Customer Support Associate (Night)
Secretlab SG PTE LTD
11.2020 - Current
Lifestyle Concierge
John Paul
11.2018 - 11.2020
Holiday Counsellor
Interval International
07.2017 - 07.2018
Customer Service Officer
Teledirect Asia Co. Ltd
04.2015 - 05.2017
Customer Service Officer
Yamato Transport(S) Pte Ltd
01.2014 - 03.2015
Customer Service Agent
Starhub
10.2012 - 12.2013
Customer Service Agent
Rocket Internet GMBH
03.2012 - 08.2012
Medical Technician
Singapore Civil Defence Force
09.2009 - 09.2011
Subaru MotorImage Pte Ltd
- 01.2008
GCE 'N' Level - undefined
ITE DOVER (Subaru)
undefined
Loyang Secondary School
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