Daryll Puebla

ChemiCloud

June 2020 - Present

Happiness Engineer

• Responsible in answering real-time chats and emails.

• Responsible in resolving client's issues (DNS, Domains, Hosting, Migration, Websites like WordPress, Joomla, Drupal, or any types of CMS).

• Making sure that we provide best in the world customer service to our clients.

Dreamscape Networks

• Creates Performance Tracker and how well the team is doing

• Creates processes to deliver great results.

• Creates processes for Quality Assurance of the websites we create.

•Provide excellent service and support to our customers in all means of communication including phone and email

•Politely and professionally deal with all forms of enquiries always keeping our company reputation in front of mind

•Ability to manage difficult customer situations in a cool, calm and composed manner.

•To respond to any emails, tickets and phone calls accurately and in a professional and timely manner.

•To escalate serious issues and having the ability to prioritise these without any panic.

•Answer all phones calls, promptly, politely and always in a professional manner.

•Upsell prioritized product (Website Builder)

•Assist Website Builder customers with their desired website design.

•Edit CSS codes for their website design.

Customer Care Specialist

•Provide excellent service and support to our customers in all means of communication including phone and email

•Politely and professionally deal with all forms of enquiries always keeping our company reputation in front of mind

•Ability to manage difficult customer situations in a cool, calm and composed manner.

•Ability to respond promptly to the needs of the customer and always trying to best solve any issues.

•To respond to any emails, tickets and phone calls accurately and in a professional and timely manner.

•To escalate serious issues and having the ability to prioritize these without any panic.

•To always clearly communicate in a manner that’s understandable.

•Communicate and coordinate effectively with other team members and internal departments.

•Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others.

•To verify the customer first at all times before giving out information on both phone and email.

•Tickets should be answered promptly within the 24 hour time frame stipulated.

•Avoid having overdue tickets and always put notes in case the issue gets escalated.

•Answer all phones calls, promptly, politely and always in a professional manner.

•Work collaboratively and closely with Team Leaders, Support Managers and training staff.

•Ensure our company conducts business in an ethical manner at all times and is not put in a position of risk.

•To be flexible with working hours when required.

•To work some early mornings, nights and weekends when required.

•To be punctual and reliable at all times.

•To be dressed appropriately and to always present a good image for the company.

•Pleasant and friendly mannerism at all times.

•Ability to treat people with respect under all circumstances and instil trust in others.

•Conduct all business and align yourself with the company’s core values.

•To follow instructions as well as take responsibility for own actions.

•Assist Chat inquiries at all times.