-Perform as primary interface for Enterprise Customer Operations department (ECO) with regards to customer escalations, liaising with Account Managers and Partners to ensure resolution.-Interact with Maxis IT team and other internal stakeholders (Pre Sales, Billing, Network team) to ensure escalations are attended to and resolved.-Ensure customer is heard throughout escalation process and establish correct expectations, enforce relief and resolve through effective communication.-Represents Maxis to external and internal customers, answers order-related questions, interprets and clarifies customer orders, managing escalations via phone and email, and identifies quality assurance complaints.-Review and identify root cause for all escalated service requests and use this information to improve continuously within Order Management department (ECO).-Identify, manage and record escalation trends and collaborate with Product and Sales organization on product launch and trends.-Evaluate escalation performance metrics and other KPIs identified.-Analyze escalation volumes and root causes. Meet regularly with Sales Heads / respective support teams to highlight issues with process, performance, tools and stakeholder expectations.

L2 Shopee SWAT team

Customer Service Executive at Webhelp APAC, assigned for Shopee Singapore project. Serving mainly for Shopee's Singapore market.