Constance Chiew Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Associate Manager, Merchant Support Dec 2023 - Current-Collaborate with cross-functional teams including sales, operations, and technical support to address merchant needs and enhance overall service delivery.-Manage a team of 3 support representatives, including providing training, guidance, and performance evaluations to optimize team performance and productivity.-Provide comprehensive support to merchants regarding products, services, and technical inquiries through various communication channels such as email, zoom, and chat.-Streamlined the bill collection process to improve efficiency and customer experience across various service categories include e-commerce subscription plan , POS subscriptions, apps, SMS, and domain renewals .Associate Manager, Engagement & Renewal March 2022 - Nov 2023-Develop, implement and maintain the effectiveness of the onboarding and engagement process-Support ongoing learning and development of team members -Providing leadership and direction to team members-Design training materials for team members -Mentoring and coaching team members especially new team membersRenewal & Retention Lead June 2021 - 15 March 2022-Responsible as the first person to interact with merchants in advance for renewal subscription dates and provide renewal pricing information.-Perform proactive follow ups with merchants for overdue renewal collections and understand issues that are causing a delay in collections-Actively work with inter departments such as Merchant Support, Engagement & Website Services ) to ensure efficient resolution to merchant requests through collaboration and effective teamwork to deliver a high level of customer satisfaction.-Detailing action plans to ensure targets are achieved on a monthly and quarterly basis

Selangor, Malaysia

Onboarding Team - Jan 2020Responsible for the first 90-day post-sales customer experience journey, from onboarding to fully setting up their store.Assist customers with account creation and product uploading to BackOffice.Achieved 93% of account activation for the first month KPIOpportunity Team - Dec 2020Scheduling conference calls that give customers customized training on how the products can be used to meet particular needs.Perform basic troubleshooting and validate issues/incidents raised by merchant.Contribute to ad hoc projects such as beep delivery feature & beep QR order adoption project to improve merchant product adoption.Engage with 165 customer per month via zendesk ticketing and resolve 90% queries.

Malaysia

Eber help businesses build and run their member and loyalty program worldwide. We are smart member solution comes with comprehensive loyalty & reward system , marketing , gift card and analytic tool. Customer Success Executive• responsible for developing customer relationships• work closely with customers to ensure they are satisfied with the services• Provide Technical and Product Support

Kuala Lumpur, Malaysia

I. Responsible for overall new sign up for merchant in Malaysia ( TableDB – HungryGoWhere online restaurant reservation system)II. Understand customer’s businesses and needs, and identify influencers and decision-makers within a customer organisation and pitch the product accordinglyIII. Negotiate with customers and effectively close business deals in meeting sales targets, revenue, and profit targetsIV. Ensure excellent customer satisfaction levels with every customer engagementV. Follow up with existing clients on post-sales support, miscellaneous issues, and marketing mattersAchievement : Higher number of sign up table DB of September & October 2016

Kuala Lumpur, Malaysia

-To expand the sales by developing new accounts and new product sales in all market segment. -Maintaining and developing relationships with existing customers. -Explain to merchants on the benefits of participating on online marketing platform -Conduct presentation and proposing effective marketing strategy in the form of promotional deals for corporate customer. -To serve existing customers/merchants/partners needs and to manage daily activities and provide necessary weekly sales progress report. -Ensuring Partner/Merchants/clienteles are Satisfy with the business proposition -Reviewing own sales performance, aiming to meet or exceed sales and targets. -To monitor own customers aging closely.Achievement : 1. Higher performance of March 2013 - Living Social Malaysia 2 .Higher performance of May 2013 - Living Social Malaysia 3. Higher performance of September 2013 - Living Social Malaysia 4. Higher performance of October 2013 - Living Social Malaysia 5. Higher performance of Nov 2013 - Living Social Malaysia

Kuala Lumpur, Malaysia

• Support the Customer Service team in achieving its overall service levels. • Handle and manage the customer service division for all customer inquiries and provide post sales support to customer • Provide service recovery actions for low response advertisement and take appropriate actions for advertisements that violated Jobstreet.com’s terms of use. • Ensure effective troubleshoot and response to customer as per service workflow & requirements in a timely manner and according to set KPI. • Meet customer needs by ensuring that escalations and complaints are handled in an appropriate and prompt manner.