Llewelyn Teng
Customer Services Agent
Singapore,SGP
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
30
30
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Agent
SATS
Singapore, Singapore
07.1992 - Current
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Gained familiarity with company products to answer customer questions and make recommendations.
- Provided amazing customer service by greeting customers, attending to orders and addressing specific requests.
- Connected with customers by listening to concerns and answering questions.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Connected with customers to address questions and resolve issues through phone and email.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Resolved customer complaints by listening to grievances, determining causes and deciding best solution.
- Provided current and accurate fare, schedule, reservations and flight arrival and departure information to customers.
- Resolved customer complaints via phone, email or live chat.
- Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
- Provided product and service information to customers and identified upselling opportunities to maintain and increase income streams.
- Strove for first call resolution by taking true ownership of customer needs and issues.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Maintained energy and enthusiasm in fast-paced environment.
- Participated in team-building activities to enhance working relationships.
- Improved operations through consistent hard work and dedication.
Education
No Degree - Arts
St Patricks Secondary
01.1981 - 12.1984
Skills
Service standard compliance
Multitasking
Team Player
Positive Attitude
Timeline
Customer Service Agent
SATS
07.1992 - Current
No Degree - Arts
St Patricks Secondary
01.1981 - 12.1984