Nizarwan Hidayat
jakarta
Summary
Customer Service professional with strengths in resolving complaints and enhancing customer satisfaction. Engages effectively with customers to understand needs and deliver tailored solutions. Committed to maintaining high standards of service quality and team collaboration. Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service.
Overview
1
1
Language
13
13
years of professional experience
Work History
Leaders Customer Technical Section
PT. Mitsubishi Motors
JAKARTA, indonesia
03.2017 - 03.2020
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Engaged with customers to better understand needs and deliver excellent service.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Managed complaints with calm, clear communication and problem-solving.
- Identified issues, analysed information and provided solutions to problems.
- Achieved service time and quality targets.
- Actively listened to customers to fully understand requests and address concerns.
- Handled customer concerns and escalated major issues to supervisor.
- Collaborated with team members to achieve target results.
- Trained and mentored employees to maximise team performance.
- Maintained clean, safe working environments to eliminate accident risks.
- Picked up additional tasks to aid team success.
- Developed team communications and information for meetings.
- Developed excellent working knowledge of industry trends and improvements in processes.
Leaders Customer Service E-Commerce
MatahariMall.com
JAKARTA, indonesia
04.2015 - 02.2017
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
- Achieved service time and quality targets.
- Identified issues, analysed information and provided solutions to problems.
- Built and maintained courteous and effective working relationships.
- Engaged with customers to better understand needs and deliver excellent service.
- Handled customer concerns and escalated major issues to supervisor.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Picked up additional tasks to aid team success.
- Actively listened to customers to fully understand requests and address concerns.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Trained and mentored employees to maximise team performance.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Met schedule using excellent planning and coordination skills.
- Developed team communications and information for meetings.
- Prepared range of written communications, documents and reports.
Leaders Customer Service Officer Phone Banking
PT Bank Negara Indonesia
jakarta, Indonesia
02.2013 - 03.2015
- Reviewed submitted complaints and prioritized responses by submission time or other factors.
- Dispatched or escalated tasks to appropriate departments for swift resolution.
- Collected customer data, processing in line with GDPR guidelines.
- Processed payments for clients and created invoices for outstanding balances.
- Collected and updated accurate customer information to generate meaningful insights.
- Met demands of high-volume customer enquiries and exceeded performance targets.
- Attended regular training to enhance performance and expand knowledge.
- Listened to clients to identify requirements and prepare accurate tickets for further action.
- Gave clients information about available products and services to build awareness.
- Maintained working knowledge of available products and services for enhanced customer service.
- Attended to incoming enquiries within target timeframes.
- Received calls and redirected individuals to relevant departments for smooth customer care.
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
- Remained calm under pressure to handle customer complaints and solve problems.
- Responded to customer emails with accurate, professional replies.
- Followed-up on customer interactions to provide further support.
: Leaders Customer Service Officer IM3 dan Mentari
PT. INDOSAT
JAKARTA , indonesia
02.2011 - 01.2013
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
- Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately.
- Provided customers with advice and guidance to increase customer satisfaction and loyalty.
- Developed rapport with customers quickly to identify needs and provide solutions.
- Processed transactions and handled cash, credit, and cheque payments with accuracy, maintaining financial integrity.
- Provided empathetic support to customers during sensitive situations, building rapport and trust.
- Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls.
- Managed all complex complaints, issues and problems to maintain customer satisfaction.
- Kept strong knowledge of product range details to efficiently answer customer questions.
Customer Service Officer Call Center 123
PT.PLN (persero)
jakarta, Indonesia
02.2009 - 01.2011
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
- Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately.
- Dealt with complex complaints and angry customers professionally and politely, resolving issues with favourable solutions.
- Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions.
- Identified customer needs by listening attentively and connecting to relevant departments or personnel.
- Developed rapport with customers quickly to identify needs and provide solutions.
Customer Service Officer Phone Banking
PT. Bank Negara Indonesia
jakarta, Indonesia
01.2007 - 01.2009
- Kept strong knowledge of product range details to efficiently answer customer questions.
- Developed and maintained strong relationships with customers, building trust and loyalty through consistent, high-quality service.
- Built and maintained strong working relationships with colleagues to help deliver exceptional customer service.
- Managed high volume of customer inquiries via telephone, email, and face-to-face interactions, delivering exceptional service.
- Handled customer billing errors, researching issues in system and working to resolve problems and inconsistencies.
- Followed company regulations, policies and processes.
Education
Bachelor of Science - Hubungan Internasional
Universitas Nasional Jakarta
Jakarta, JKSkills
- Compliance adherence
- Team collaboration
- Customer service
- Customer relationship management
- Effective communication
- Problem solving
- Quality assurance
- Problem-solving
- Team building
- Commitment to excellence
Languages
English
Beginner
A1
Timeline
Leaders Customer Technical Section
PT. Mitsubishi Motors
03.2017 - 03.2020
Leaders Customer Service E-Commerce
MatahariMall.com
04.2015 - 02.2017
Leaders Customer Service Officer Phone Banking
PT Bank Negara Indonesia
02.2013 - 03.2015
: Leaders Customer Service Officer IM3 dan Mentari
PT. INDOSAT
02.2011 - 01.2013
Customer Service Officer Call Center 123
PT.PLN (persero)
02.2009 - 01.2011
Customer Service Officer Phone Banking
PT. Bank Negara Indonesia
01.2007 - 01.2009
Bachelor of Science - Hubungan Internasional
Universitas Nasional Jakarta