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Regional Customer Experience Lead (Malaysia)

I have always had the passion for Customer Service, I love interacting with people and assisting them with their issues. You tend to meet lots of interesting people from all walks of life. Turning an irate customer to a happy one always gives you a good feeling. I’ve previously worked with American Express, CIMB Bank, Aeon Credit and RinggitPlus and my experience includes heading call centres as well as areas like authorisation & fraud, operations improvement and organisational processes.

I decided to join ShopBack after I met with Henry. He told me about his vision for ShopBack and what he hoped to achieve with respect to customer service. My role was to head the customer service team and to guide the agents to achieve the KPIs set. At that time, ShopBack was facing a backlog with respect to customer service emails, and he wanted me to figure out a way to tackle the issue. Besides that, I was also asked to come up with ideas/suggestions to improve the customer service for ShopBack. I knew this was definitely something challenging and decided to give it a go. Here I am now, heading the customer service team. :)

The Shopback Malaysia team is currently a team of 14, including a 11-man customer service team. I totally love the working environment in ShopBack, it’s so lively and fun. We are definitely more like a family here. One of my biggest challenges is to guide and mould the team to become good customer service agents. This includes advising them on how to handle the customer, guiding them on how to respond to difficult customers, coaching them on the right things to say to pacify them. Processes wise, we have set KPIs for the agents to achieve better customer satisfaction and to improve our standards as well. Of course, one of the top concerns of customers is to be assured that they will get their cashback. To help customers with missing cashback issues, we do a proper check for the customer and submit a request to the relevant teams on their behalf to ensure that their missing cashback request is addressed appropriately.

My greatest achievement at work? That would definitely be the amount of positive achievements the customer service team has achieved in these three months. At one point, there were more than 800 customer emails, and the numbers kept increasing on a daily basis as the agents were unable to zerorize the inbox. I had a chat with each of the agents to understand what issues they were facing, and we worked as a team to sort them out. Ultimately, we managed to respond to all pending emails within the short timeframe of one month. We've maintained zero outstanding emails until today.

Outside of work, I love travelling and reading. I also like watching movies and retail therapy is a must. And since joining ShopBack, I have definitely started shopping online more! :p

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