Kwai Leng Looi
Customer Service Officer
Summary
Dynamic Customer Service Officer with a proven track record at United Overseas Bank, excelling in customer support and problem-solving. Enhanced customer satisfaction through effective communication and personalized service, achieving high first-contact resolution rates. Skilled in CRM software and active listening, contributing to departmental success and fostering customer loyalty.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
4
4
Languages
Work History
Customer Service Officer
United Overseas Bank
04.2015 - Current
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained staff on operating procedures and company services.
- Created and maintained detailed database to develop promotional sales.
Education
No Degree -
SEKOLAH MENENGAH PEREMPUAN IPOH
MALAYSIA12-2011
Skills
Customer support
Timeline
Customer Service Officer
United Overseas Bank
04.2015 - Current
No Degree -
SEKOLAH MENENGAH PEREMPUAN IPOH
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