Can you share a little bit about yourself?
I was born in Pahang and stayed there until I was about seven years old. My family then moved to Penang because my father's work shifted there. So I grew up mainly in Penang. I love Penang, it's busy like Kuala Lumpur, urban yet life is a lot more relaxed.
I studied at Universiti Teknologi Petronas in Perak and graduated with a Bachelor in Information Technology. After graduation, I managed to get into the UEM trainee programme and was given a position at Dagang Net's Careline. This was some eight years ago when Dagang Net was still part of UEM Group.
After a year as a trainee, I was offered a permanent position at Careline and I have been here since.
I love to read, both fiction and non-fiction such as mystery novels, biographies. The book I am reading now? It's by a local author Norhafsah Hamid, and titled "Letters To God".
In my spare time, I also like to do some amateur photography especially nature photography.
What do you like most about your role in customer service?
When I studied IT, I spent a lot of time in front of the computer doing coding; it was sort of "talking" to the computer.
Talking to people is definitely more interesting (laughs).
When you talk to people, because of the two way communications, you can find out the issues facing them, what they need, what they hope to get. When you do coding, the computer can't tell you what the issues are, you need to figure them out yourselves.
Another happy moment is when customers are happy with you, they express their appreciation.
What is the most challenging part?
In customer service, you need to maintain your cool, your patience. One effective way is to look at the situation from the customers' point of view, and then you will be able to better understand where they are coming from and then figure how best to best to assist them.
An experience you remember and would like to share?
There was one time when I attended to a customer from overseas, the challenge was trying to explain variances in processes here to what the customer is used to.
The key again is to look at the situation from the customer's perspective to be able to provide the right solution.
In Summary
For me customer service is more interesting that coding but my knowledge in IT is actually quite valuable since our services are based on IT.
Jangan berkira in terms of time and work. Always support your team mates because you cannot work alone.
Continuous learning is also important when you are in customer service. You need to upgrade your knowledge on products and services as well as new ways and methods in customer service.
