I worked in a Call Center industry as a Customer Service Representative for 15 years and as a Technical Support Representative for 2 years. I assist customers in explaining their bills and charges, process device and service orders, and perform basic troubleshooting steps. I had to deal with different kinds of people and the most difficult are the irate ones. Though I encounter such customers, I still managed to assist them and resolved their issue.
I had an opportunity to be a subject matter expert to support new hired employees. I support them with product knowledge and familiarize themselves with the tools used to assist the customers. Apart from supporting the new hires, I also share some Dos and Don'ts while on the call and how to treat customers properly. At some point, I also had a chance to be a temporary Quality Specialist for six months. I listen to several calls to ensure that representatives are doing the right thing and following the call flow, then provide feedback if necessary.
