I have been in the BPO industry for 12 years handling different programs and designations such as Inbound Sales Agent, Customer Care, Retention and Technical Support which enhance & develop my skills & knowledge that's why I am confident I'm a strong contender for the position as Customer Service Representative that the organization need.
In my previous role, as a Customer Service Representative, customer satisfaction is one of the most important factors wherein I need to meet customer needs or even exceed with their expectation by means of providing a solution to a certain issues or concern or point out possible solutions.
I remember, a difficult concern of a customer where the previous representative provide misinformation. So, what I did is let the customer vent out, take note of the important key point provided to avoid repetition of their self. Then, I apply AER (acknowledge, empathy and reassurance) to make them know that I understand the issue & I am there to help. Provide accurate resolution, with this it's resulted in positive feedback from the customer wherein I'm able to meet the required metrics that also allows me to have a monthly incentive. In addition, that helps the program to meet the client's requirements. I know that this skills & knowledge I've gain all throughout those years of experience will definitely make a meaningful contribution to your organization once you've given me a chance.
