Hemma Kantasamy Email & Phone Number

Petaling Jaya, Selangor

Key Accountabilities:- Service Level Commitment Charter or Service Level Agreement established with corresponding clients- Renewal of corporate client accounts- Customer and end-user satisfaction- Customer’s adoption of new features- Outstanding tickets, issues and complaints from clientsKey Responsibilities:- Provide the first level of troubleshooting and.

• Respond to email and chat using Zendesk, phone calls, Whatsapp and Facebook
• Be a first point of contact to handle and resolve customer requests
• Actively engaged with customers and help them to get through what they need from Researching, Closing the deal, Operations, and following up to close the entire loop.
• Handled customer enquiries while assisted the sales and marketing teams in securing more orders from customers.
• Monitored and evaluated agent's performance on a weekly basis while they interacted with customers.
• Research information and troubleshoot problems using available resources.

• Process refund using multiple channels such as Paypal portal, Ipay88 and Bank transfers.
• Respond to email and chat using Zendesk for refund related queries
• Ensure that refunds are granted only where corporate T&Cs are met
• Oversee payment issues and chargeback queries, ensuring that losses are recovered

Selangor, Malaysia

• Respond to email and chat from our current and future subscribers, ranging from simple usage questions to unique circumstances that come up with a specific offer
• Be a first point of contact to handle and resolve customer complaints.
• Resolve customer issues in a timely and consistent manner
• Manage time and productivity to meet daily individual and team ticket targets
• Stay current with knowledge of internal ticketing system, customer portals, back office databases, Groupon redemption procedures, and specifics around different types of merchant features
• Identify and escalate issues appropriately.

Master'S Degree, Educational Psychology, 3.64

Bachelor'S Degree, Industrial And Organizational Psychology, 2.89