 Responsible for managing portfolio of Signature – VIP customers; attending to their requests within the company policy and guidelines.
 Answer inquiries and complaints of all individual/ corporate customers with high level of courtesy, and implement business initiatives to ensure high standard of customer service.
 Handling all queries related to land/ property/ plot registration, handover, payment related issues, NOC, transfers and all other queries.
 Interface daily with internal partners in MIS, Finance, Sales, Legal, and Management & Marketing affairs.
 Manage a high-volume workload within a deadline-driven environment, resolve an average of 100 inquiries a week and consistently meet performance benchmarks in all areas (handle time, quality, and complaint resolution).
 Gather information on client inquiries through product research/ surveys and capture every client interaction in the system.

 Responsible for communicating with internal and external clients through email, telephone and in/ out of office meetings to ensure accurate information about products, systems and processes.
 Handled all property Title Deed, Hospitality, Handover and Payments related issues to build and maintain excellent customer relationships.
 Coordinate/ Follow up with Legal, Facilities, Collections, Finance, Hospitality, Compliance and Handover Departments to ensure client issues are resolved.
 Made process flow charts and surveys to evaluate the effectiveness of systems and to control the response time.
 Recorded customer feedback and presented monthly review to management to ensure highest customer satisfaction.
 Handled on-job training for new joiners and employees from other departments.
 Compiled monthly reports on service levels, system issues, revenue generation and complaint status.

• Made outbound calls to existing customers in order to up-sell insurance policies and achieved a target of 100 policies each month.
• Prevented business losses by maintaining a 30% retain ratio of customers with credit card or insurance cancellation requests.
• Discussed internal office memos and customer requests with senior management and ensured to meet the agreed service level.
• Maintained relationship with customers by providing support and guidance; recommended new products and services.
• Maintained up-to-date customer records at all times and prepared sales/ retention reports by collecting and summarizing information.
• Provided supervision to the call center staff and ensured compliance of client protocols and service levels for complaints.

• Provided customer support (through Email and Web Chat) and Complaint Investigation & Resolution (through calls) to business and individual clients as part of operations for Telenor Insourcing (DiGi Malaysia and MCP Norway).
• Identified product improvements by remaining current on industry trends, market activities, and competitors.
• Conducted quality, training and evaluations sessions for email support team.
• Worked under strict deadlines and responded to service requests and complaints.