Gail James Email & Phone Number

Kuala Lumpur, MY

Federal Territory Of Kuala Lumpur, Malaysia

Head of Customer Experience at Pulsifi, a cutting-edge HR Tech company. I lead a dynamic team across Customer Success, Support, Research, and Project Management functions.Spearheading initiatives to optimize the customer journey.My focus is on continuously improving customer experience through data-driven insights, process optimization, and fostering a.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Responsible for the global Customer Success team at Know Your Customer Limited. Know Your Customer provides next generation digital on-boarding solutions to organisations around the world. We empower compliance teams to efficiently perform all necessary KYC and AML checks on both individual and corporate customers, delivering exceptional client onboarding.

Kuala Lumpur, Malaysia

• Coordinate Customer Service Team
• Manage a diverse portfolio of clients & segregate the clientele accordingly to the personnel strengths and requirements
• Provides direction and communication so that service calls are answered in a timely, efficient and knowledgeable manner
• Drive promotional initiatives and sales strategies for new feature and product launches to generate up-selling opportunitiesReview and Resolve Escalations
• Attend to clients’ inquiries and technical support requests.
• Perform basic troubleshooting and validate issues/incidents raised by end users.

Kuala Lumpur, Malaysia

• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• training staff to deliver a high standard of customer service;

Kuala Lumpur, Malaysia

• Develop trust relationships with a portfolio of major clients to ensure they do not turn to the competition.
• Acquire a thorough understanding of key customer needs and requirements.
• Play an integral role in new business pitches and hold responsibility of an effective on-boarding of a new clients.
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.
• Ensure the correct products and services are delivered to customers in a timely manner.
• Serve as the link of communication between key customers and internal teams.

Kuala Lumpur

• Job Description:
• Responsible for executing new product development and implementation initiatives including technical and IT related requirements of the product.
• Support development of overall company product roadmap, including accessing the feasibility of the proposed products as well as implications on the IT Systems Roadmap.
• Work collaboratively with the Sales, Service, IT and Programming teams to identify potential areas for product and service improvement as well as demand for new products.
• Responsible to bring projects assigned to you through the phases of project definition, initial concept, product development, product validation, launches and audit. Ensure projects under your purview are on track to.
• Where applicable, work collaboratively with external service providers in relation to new product development, which may include software programmers, hardware providers, product consultants, market researchers, etc.

Selangor, Malaysia

• Customer Service Responsibilities:
• Daily (calls/emails/chat room)
• Develop tactics to increase member’s usage on the products and services provided.
• In charge of script writing/SOP for Customer Service Personnel.
• In charge of document/report update and maintenance.
• In charge of Monthly Customer Service surveys.Training & Development Responsibilities:

Business Administration And Management, General

Education record