Alex Tey

Experience

• 

  Kingsoft Malaysia Sdn Bhd

  Jan 2009 - Jan 2011

  Customer Service Agent

  Primary Responsibilities: • Mainly handle some user problem such as game update, login game, account hacking, item lost and other common game problem.• User the game system to assist user solved game problem and also replying on forum for the customer service section.

• 

  Garena

  Jan 2011 - Jan 2012

  Product Executive

  Primary Responsibilities: • Doing planning on new game content release, in game promotion to increase the revenue for the game.• Dealing with the developer in China for the new game content, solving the game technical issue having before the content release.• Solving customer game problem by incoming call and through Facebook chatting.

• 

  ChangYou Malaysia

  Jan 2012 - Jan 2013

  Customer Service Agent

  Primary Responsibilities: • Planning on the new game launch and communicate with China Developer for the game preparation and game testing before the game publish.• Solving the game technical issue reported by other customer service, feedback to the developer and get the solution.• Receive the game promotion content from the game product department and feedback to the developer to confirm the promotion content and their technical support as well.

• 

  Kingsoft Malaysia Sdn Bhd

  Jan 2014 - Jan 2015

  Customer Service Agent

  • Doing planning on new game content release, in game promotion to increase the revenue for the game.• Dealing with the developer in China for the new game content, solving the game technical issue having before the game content release.• Solving customer game problem by incoming call and through Facebook chatting.

• 

  Scicom MSC Berhad

  Jan 2015 - Jan 2016

  Customer Service Executive

  Primary Responsibilities: • Solving customer(China) in game problem such as game reload, game client problem, game bug and others.• Use company online chatting tool to serve customer, require good typing skill in Chinese

• 

  NTT DATA Services Malaysia

  Mar 2017 - Jun 2022

  Help Desk Associate

  Primary Responsibilities: • Provide first-class level customer service and support over phone, email and chat ensuring customers treated efficiently and appropriate manner.• Maintain overall ownership of user’s incidents/service requests, provided investigation and resolve issues within targeted SLA and quality of service.• Accurately record, update and document requests using IT service desk system (ServiceNow).• Work closely with colleagues and teams to ensure proper process and procedures followed.• Handle QA call audit for Service Desk agent every month.• Provided training plan for new agent on board.• Mandarin and Malay/English skill for call support through call system (BT).• Achieved 96% QA audit result on monthly basis. Show less