Customer Service Representative

One Pacific Place, *** H.V Dela Costa, Salcedo Village, Makati 1220 Metro Manila

Email: **************@*****.*** Phone: +62-857******** / +63-916*******

Objective

To be part of a progressive organization that provides me field to apply my educational and professional skills and gives me advancement opportunity and knowledge empowerment.

PERSONAL INFO

Birth : Jakarta, 11 Sept 1987

Age : 30yr

Sex : Male

Height : 1.74m

Nationality : Indonesia

Transportation : No

Marital Status : Single

Availability : Available/Immediate

Hobbies : Travelling & Reading

Skills & Abilities

-Language(s): Native in Bahasa Indonesia, fluent in English written and verbal communication skills

-Intermediate level of MS Office applications such as Word, Excel, Access, and Powerpoint

-Experienced User of Livechat, Zendesk & Bliss Inquiry Management Software

-Google Applications (Gmail, Drive, Docs, Spreadsheet, Presentation)

-Project based Web-Tools (User Database & Processing Tools)

-Knowledge of HTML, Macromedia Dreamweaver, Visual Basic, Corel Draw, Adobe Photoshop

-Good analytical and problem-solving skills, able to take interpret data, identify trends and make suggestions for improvements

STRENGTHS

-Have strong verbal and written communication skills, be able to communicate in a clear, constructive and professional manner

-Willing to learn new things

-Strong service skills

-Able to work under pressure and in a fast paced environment

-Result oriented and career driven

-Independent and has attention to details

-Able to work with team and individually with less supervision

-Ability to manage and prioritize multiple tasks

-Ability to follow detailed workflow and instructions

-Ability to maintain a positive working relationship

Experience

2SUCCESS INC. (PHILIPPINES, MAKATI)

04 Dec 2017 – 14 Feb 2018

Position Title : Staff ( Customer Service Representative ) for Indonesia Market

Responsibilities :

1. Assists customers through Livechat application relate with the products and promotions

2. Cross-selling with no minimum target with the customers

3. Escalating to relative departments if have any issues/problems with the production issues through Viber and Skype

4. Operating with another tools like BBM, Whatsapp, Line by replying the inquiries from the customers

5. Do outbound calls (if necessary action to do) to the customers

6. Makes daily reports relate to production affects timely and accurately

SUTHERLAND GLOBAL SERVICES MALAYSIA SDN. BHD. (MALAYSIA, KUALA LUMPUR)

13 Jul 2015 – 03 August 2017

Position Title : Senior Consultant ( Customer Service Representative ), SENA ( South East North Asia ) Support

Tier 1

Responsibilities :

Rider & Partner Driver Support (CSR)

1.Respond to Driver and Rider enquires via cloud-based customer service support & ticketing software, Zendesk & Bliss, whereby performance is measured by metrics TPH & C-SAT

2.Perform various processes by utilizing Tools (Fare Adjustment, Sign Up, Account Activation/Maintenance, etc.) in accordance with policies and predetermined process logic.

3.Escalating ticket/contact to Tier2/Higher

4.As Shift Pilot – oversee team performance in terms of TPH during the shift. Provision of Floor Support, distribute global & region specific updates, feedback and coaching to other team members. Responsible generating EOD Shift handover report containing summary of work done during the shift hour.

Tier 2

Responsibilities :

Rider & Partner Driver Support (CSR)

1.Gives information related to rider/driver/partner inquires by using email and doing outbound call for clarification purposes examples: Fraud Accounts(Arrears, Banned/Waitlisted/Rejected Accounts), Lost Items, Account Take Over(ATO), Unrecognized/Unknown Charge(Related to ATO), Delete Accounts, Soliciting Payment, Payments/Incentives, Cleaning/Damage Fees.

2.Escalating tickets/contacts to City Team/Higher/IRT(Incident Response Team(Urgent Cases)

IRT(Incident Response Team)

Responsibilities :

Rider & Partner Driver Support (CSR)

1.Inbound & Outbound call for handling Urgent/IRT tickets for APAC region – responsible of resolving critical tickets and cases by strictly following available Support Logic and standard procedure.

Examples : Accident, Altercation, Sexual Harassment, Discrimination, Service Violation, Unsafe Driving(Alcohol/Drug, Traffic violation), Criminal Activity(Vehicle damage, Theft, Abduction, Weapon, Robbery).

2.Escalating tickets/contacts to City Team/Crisis Team/RGM/ Higher Managements.

Other Roles:

1.Certified Reviewer

a.As PIC to regularly interact/extract updates from City Team, disseminate and capture updates from Transmitter

b.As PIC for daily ticket review and identify Top 10 Defects

c.Perform Weekly D-SAT Scrubbing on report sent by SQMS Team, identify parameter-wise opportunity areas

d.Ensure Quality Assurance metrics are strictly applied and follow regulation, identify outliners and conduct Skill Validation Assessment

e.Conduct weekly Assessment on daily updates

f.Responsible for Performance Management. Mainly identifying bottom quartile CSAT scores, Quality Scores, Knowledge on Updates and Process Adherence

g.Work in team and contribute to produce Daily EOD Reviewer Report and Weekly Reviewer Dashboard Report

PT. GROWTH ASIA (INDONESIA, MEDAN)

Jan 2011 – 28 Feb 2015

Department : Human Resources

Position Title : Payroll Officer (Executive)

Responsibilities :

●Responsible for monthly payroll activities

●Accurately enter information into the payroll database(Master data)

●Data entry of all sick & employee’s leaves record, handling employees’ shift schedule and overtime, monitoring employee’s attendance

●Process the report on employee’s wages & overtime payment, reporting THR (Annual bonus) payment and correction of errors.

●Generate and review payroll for accuracy, as well as investigate and correct any payroll error

●Assists Supervisor/Managers and Employees in general with payroll related question and problems

●Assists to handle expatriate documents as VISA, IMTA & KITAS

●Maintain employee confidence and protect payroll operations by keeping information confidential

●Process the report on employees’ social security payment.

●Assist in the reception department

●Handling warehouse inventory flow, personnel related purposes and general affairs.

●Carried out the filing system in Human Resource department properly.

PT. GROWTH ASIA (INDONESIA, MEDAN)

Aug 2007 – Jan 2011

Department : Human Resources

Position Title : Administrative

Responsibilities :

●Attend incoming calls and escalate inquiries to the appropriate extension.

●Route every work related outgoing call.

●Receive and record every incoming fax and report it to the addressed manager/division.

●Deliver fax documents to the addressed manager/division.

●General Photostate/Printing

●Handling incoming mails and distribute according to the divisions.

●Receive and prepare the invoice from the suppliers.

●Assist finance/cashier in paying bills/invoice to supplier.

●Maintain and control the use of telephone devices, fax machines, and photostate machine from misuse and malfunction.

●Prepare, secure and control the use of photo copy papers.

●Provide administrative support to the department

●Assist in issuance of purchase orders, revenue billing and preparation of reports.

●Handle front-line reception duties on rotation basis.

●Handles a range of portfolios from providing administrative and logistic support for routine work of and events to any other ad hoc duties.

Education

Binus Center gajah mada, medan, Indonesia

ADDITIONAL INFO

Relocation: Yes

Expected Salary: (Negotiable)

Current Pass: Tourist Visa

References

Wendy Apek: +601********

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