Professional Experience
Randstad
CS Representative(KR)
Kuala Lumpur, Malaysia
03/2023 - 06/2023
- Offered advice and assistance to customers regarding their account verification, KYC status and issues (WCK, RFI, PIP)
- Check withdrawal and deposit transaction from external platform (wallet) through blockchain TxID, assist in refund processes from hot wallet, check any suspicious transaction through blockchain explorers.
- Responded to customer requests for products, services, and company information (Staking, DeFi, Swap)
ATOS
IT Service Desk Analyst KR
Cyberjaya, Malaysia
04/2021 - 02/2023
- Work closely with a team of three support agents receiving and resolving Korean Client technical issue queries via phone/email/web portals from internal and external.
- Weekly meeting and present data to client regarding ticket logs and solutions to reduce and maintain SLAs.
- Ensure optimal use of time and team capacity to achieve high customer satisfaction.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Provided clear and concise step-by-step technical support to guide clients.
- Use ticketing tools to process, manage and track customer issues (SNOW, Freshworks, CISM)
- Use tools to assist clients for access, processing payments and provide reports through Salesforce (SFDC) and IMS/DMS.
- Provide access for SAP to users based on their designated roles.