Over 9 years of combined experience in Customer Support
I've started as an Agent, but went on to be given more important responsibilities by my clients due to my performance. By the end of my last tenure, I was managing my own team and working as part of the Client's management team in making important decisions for the business.
Job titles: Customer Service Representative
- Providing customer support through emails.
Job title: Review Manager
- I was given the responsibility of communicating with customer's who've given negative feedback on our Client's business. These feedback were gathered from Online Review Platforms. My job involved communicating with unsatisfied customers until all their concerns were resolved.
- Aside from Online Review Platforms, I've also addressed customers' feedback from official complaint forums, like BBB(Better Business Bureau). Here, I've learned how to communicate with customers in a much more formal manner. I've also learned how to counter unreasonable arguments from customers while maintaining professionalism, making sure that customer still feels cared for and that BBB sees our care for them as well.
- I have also been put in charge of managing our Client's Paypal account, specifically in responding to any Disputes/Claims. This involved communicating with customers through Paypal's resolution center and submitting evidence to Paypal, to counter/appeal any fraudulent Disputes/claims.
Job title: Team Lead/Management
- In my latest job, I have been tasked with managing my own Customer Support team. This involved explaining Company Policies and workflows to my agents. Addressing any of their Job related queries/concerns. Keeping track of their numbers(KPI) and providing coaching when necessary. Making weekly reports on the team's KPI(excel/google sheets) and submitting them to the client.
- I have also been working with the clients and as a member of the management team, have been at the forefront in receiving updates from them on the Company's Policy/Workflow. In receiving these planned changes, I would carefully review them and provide suggestions on any possible improvements that could be made.
Verified
