Senior Customer Service Executive
Maxis
Jun 2019 - Current (7 years 1 month)
- Oversaw Home Fiber services, including technical support, case management, basic first-level troubleshooting, and escalation to on-site technical teams.
- Served as a member of the social media response team (WhatsApp) and Maxis App support team for Fiber technical related issues.
- Led and coordinated ad hoc initiatives, including backend case log clearance.
- Responsible for leading monthly interdepartmental meetings and collaborating with cross-functional teams to gather insights and drive project success. Additionally, provided virtual assistance to customers who were not tech-savvy, ensuring they received the necessary support for their Fiber-related issues, which enhanced overall customer satisfaction and service efficiency.