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 support to end users, over phone, email, IM and trouble ticket- Submit the discovered bug to the developer once confirmed that it is not a feature. Work with the end user to replicate the bug and to document the steps required to replicate the bug during the bug submission.- Daily follow-up on open trouble tickets- To verify that the bug is fixed before closing the trouble ticket- To assist with system testing- Onboarding of new corporate clients, including completing onboarding checklist with the client, setting up and configuring the account from the backend.- Provide on-site training to the client. Training over teleconference will be conducted for clients out of Klang Valley.- To establish and manage the relationship with the clients assigned- Routine monitoring (daily for new accounts and monthly for existing accounts) of the client’s dashboard to ensure that SalesCandy makes the full impact on the client’s closing rate.- Conduct quarterly review with the clients to go through business insights, highlights and lowlights, new features rolled out and to solicit feedback and referrals.- Renew clients before their subscriptions lapse, including the process of providing the quotation, invoicing and following up on payments.- Document FAQ and new features on SalesCandy Support, our knowledgebase.- Assisting Marketing team on Researches and Prospective Clients in Vietnamese languages.

• 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.• Trained new and existing agents on CS department’s SOP. Created training materials and built new processes to aid in business flow for optimal results.

• 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.• Compose thoughtful and accurate messages or customize prepared responses to customer emails and chat• Research information and troubleshoot problems using available resources.

Master'S Degree, Educational Psychology, 3.64

Bachelor'S Degree, Industrial And Organizational Psychology, 2.89