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Kuala Lumpur
Monica Monica

Monica Monica

B2B/B2C | Contact center | Customer Support

Customer Service / Support

Kuala Lumpur, Kuala Lumpur

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About Monica Monica:

I'm people-oriented and dependable professional with four years of experience in customer service B2B or B2C sales.  Proficient in problem-solving and working in a fast-paced environment.eople-oriented and dependable professional with four years of experience in customer service B2B or B2C sales.  Proficient in problem-solving and working in a fast-paced environment.

Experience

Customer Service Representative cum Administration & Tour Operator, PT. Bola Emas Sumatera Travel, Medan - Indonesia | Oktober 2017 - Agustus 2022

  • Manage large amounts of incoming phone calls, email, phone inquiries about tour packages and explaining tour plan to customers and after sales services.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Generate sales leads.
  • Identify and assess customers needs to achieve satisfaction. 
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.
  • Provide accurate, valid and complete information.
  • Meet personal/customer service team sales targets and call handling quotas.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents. 
  • Follow communication procedures, guidelines and policies.
  • Take the extra mile to engage customers.
  • Developing tour packages, negotiating rates, arranging travel, preparing tour budgets, researching travel options.

Education

  • Senior High School Methodist-3 Medan (2013-2016)
  • Bachelor's Degree - Law Department Pelita Harapan University (2017 Sept - 2019 Apr)
  • Bachelor's Degree - Law Department Prima Indonesia University (2019 Apr - 2021 July).
  • Graduated with Cum Laude ( GPA: 3.84/4.00) | Specialization: Civil Law

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