Iskandah Norsham
Hi there! I’m Kandah Norsham, a Customer Support Specialist with 7 years of experience helping customers from all walks of life.
About
Hi there! I’m Kandah Norsham, a Customer Support Specialist with 7 years of experience helping customers from all walks of life. I excel at resolving issues promptly and empathetically, ensuring customers feel heard and supported at every touchpoint. My approach combines clear communication, problem-solving, and a calm, patient demeanor to turn challenges into positive outcomes.
I’m always willing to go the extra mile for my customers—whether it’s guiding them through product features, educating them on service procedures, or coordinating with cross-functional teams to deliver seamless end-to-end service experiences. I’m excited to bring my dedication and collaborative spirit to a new opportunity.
- Joined October 2025
Languages
- EnglishFluent
- MalayFluent
Industry experience
- Manufacturing
- Professional Services
- Retail
More experts in Singapore, Singapore
Work experience
Designed and implemented Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) to ensure consistent, high-quality support across all customer touchpoints. Managed daily performance against KPIs and CSAT targets, ensuring fast and empathetic resolution of complex customer issues. Collaborated with Service and Operations teams to handle walk-in cases and deliver exceptional end-to-end service experiences. Assisted the Tesla Service team at the Service Center with customer education and resolution about service visits, ensuring quality standards. Spearheaded the launch of Tesla Singapore’s Roadside Assistance Program, establishing a benchmark for localized service excellence.
Delivered high-volume support (50-60 daily interactions) across multiple global markets via phone, email, and live chat. Consistently exceeded monthly KPIs for CSAT, case closure rate, and response times. Maintained professionalism and discretion in handling sensitive customer data. Troubleshot booking, invoicing, and platform-related technical issues with efficiency and empathy. Selected for a 3-month Learning & Development placement to design onboarding programs for new hires and identify skill gaps for existing agents, recognized for effective facilitation and knowledge sharing.
Education
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