Mokhamad B.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Mokhamad B. is a seasoned Customer Service Representative and Team Leader with extensive experience in industries ranging from fintech to telecommunications. Currently working at Zeal FX, a Zeal Group company, he excels as a Senior Customer Service Associate in Kuala Lumpur, Malaysia. He showcases his prowess in complaint resolution by consistently achieving CSAT scores of 96-99%, demonstrating a strong problem-solving ability and customer-centric mindset. Mokhamad also contributes significantly to business growth by effectively upselling deposits and guiding new clients through seamless onboarding processes. His expertise in translating and localizing content, specifically from English to Bahasa Indonesia, enhances the user experience for Indonesian clients. Previously, Mokhamad provided strategic leadership as a Customer Service Team Lead at Cryt Global, where he supervised operations, ensured high service standards, and facilitated communication between departments. His history with companies like Binance Holdings Ltd and Alchemy Pay exemplifies his diligence in data entry and careful management of daily service metrics to ensure SLA achievement. Mokhamad is well-versed in conducting KYC checks, developing automated workflows, and spearheading community engagement efforts. Graduated from the Indonesia University of Education with a Bachelor's in English Education, he holds several certifications, including a C2 Proficient level on the EF SET English Certificate.
Experience
Senior Customer Service Associate
Zeal FX (a Zeal Group Company) · 2023 — PresentAchieved 96–99% CSAT, exhibiting strong problem-solving skills and a focus on customer service. Localized market news and UI content from English to Bahasa Indonesia to enhance user experience. Improved operational processes by refining SOPs and creating standardized templates for chat and email. Supported business growth through effective deposit upselling and helped new clients navigate their first-time deposit. Developed a CRM automation form for urgent cases and managed scheduling for customer service agents. Compiled performance data and prepared weekly reports for the CS team.Customer Service Representative
Binance Holdings Ltd · 2022 — 2023Monitored and maintained monthly KPIs, including FCR, Rated Chat, QA Score, and Closed Rated Chats. Assisted customers by handling inbound calls related to inquiries, product issues, and account concerns. Quickly resolved customer complaints using empathy and clear communication to provide solution-oriented support. Made product recommendations and troubleshooting based on comprehensive product knowledge. Ensured that complex processes and features were explained accurately and user-friendly, while staying updated on product releases and promotional programs.Customer Service Team Lead
Alchemy Pay · 2021 — 2022Maintained high levels of customer satisfaction by effectively resolving issues and providing support. Consistently met daily SLA targets to ensure prompt service delivery. Conducted Know Your Customer (KYC) checks for new users to uphold compliance with regulations. Oversaw the Telegram community team to promote a positive user environment. Authored and updated FAQs for clear customer information and designed chatbot workflows via Intercom to enhance automated engagements. Localized website content and UI elements from English to Bahasa Indonesia, while preparing weekly performance reports.Customer Service Representative Agent
PT Infomedia Nusantara (by.U) · 2020 — 2021Delivered high-quality support to maintain customer satisfaction. Achieved daily SLA goals across all contact points in customer service. Performed KYC checks for new users during the onboarding process and created issue reports for escalation to the Complaint Handling Officer.Customer Service Team Lead
Cryt Global (a Zeal Group Company)Provided training and coaching to team members to elevate service quality and performance. Oversaw daily customer service operations and communicated key metrics to the CS Manager. Monitored team performance to ensure task completion and offered ongoing support. Fostered collaboration between departments and coordinated with Marketing to validate documentation for publication. Maintained a quarterly CSAT score of 93–96%, ensuring high customer satisfaction. Localized website content and UI elements to cater to the Indonesian market while preparing team performance reports for leadership.Customer Service Representative
Alchemy PayImplemented strategies to ensure high levels of customer satisfaction through dedicated support. Managed daily SLA metrics to guarantee timely service delivery. Executed comprehensive KYC verification processes for new users to ensure adherence to regulatory standards. Gathered customer feedback for the marketing team to inform enhancements.
Skills & Expertise
Education
- Bachelor of Education, English EducationIndonesia University of Education · — — 2015
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