Customer Service Representative
• Answering inbound calls for a local telecommunication company providing
information about product inquiries and troubleshooting regarding technical
issues.
• Staff management during the absence of Team Leader
Technical Support Representative
• Answering calls and emails promptly to provide excellent customer service
• Order-taking that includes upselling.
• Doing outbound calls to customers for warranty disposition.
• Retrieves voicemails and calls back the customers to address their inquiries or
technical issues.
• Initiates leading the team during the absence of the supervisor by managing
break schedules depending on the volume of calls.
• Works on updating the FAQs and product sheet.
• Updates the CRM tool (customer’s data storage system) with new customer
issues for easy logging which requires communicating directly with the US
Senior Market Analyst.
• Accomplishes weekly shift updates showing the calls offered for the week,
answered calls by the agents, and abandoned calls. This task involves analyzing
the impact of absenteeism on the abandonment rate.
• Social Media monitoring
• Training of new tea-----------mbers (product knowledge, mock calls)
• Creating work instructions
• Order entry
Senior Technical Support Representative
• Product and Technical Knowledge
• Customer Service
• Subject Matter Expert
• Proposal of Process Improvements
• Provides individual and team reports
• Team work scheduling and monitoring
• Completing ad hoc projects and reports assigned by POC and supervisors
Multi-Channel Customer Service Lead
• Product and Technical Knowledge
• Customer Service
• Subject Matter Expert
• Order processing and management for EDI and special accounts
• Handling of escalations
• Process Improvements proposal and implementation
• Provides individual and team reports
• Team's work scheduling and monitoring
• Responding to online questions and reviews, consolidating reports, and
discussing hot issues or trends with product managers, sales, and marketing
• Collaborates closely with Marketing Content Manager, sales, engineering, and
operations
• Designs appropriate metrics for reporting on key performance indicators of
the company's multi-channel customer service management
• Continually evaluates processes and procedures.
