Lucky Tukpa

I possess a combination of both technical and interpersonal skills to effectively assist in creating a positive experience for customers and ensuring satisfaction. Here’s a breakdown of the essential skills i possess for the customer service role:

-Clear and Concise Communication: Explaining information in a straightforward, easy-to-understand manner, whether via phone, email, or chat.

-Tone of Voice: Maintaining a friendly, respectful, and professional tone, especially in phone and video calls.

-Written Communication: Crafting well-written messages that are polite, professional, and free of errors, especially in email or chat interactions using live chat systems e.g intercom

-Troubleshooting Skills: Ability to identify problems quickly and find solutions to address customer issues efficiently.

-Decision-Making: Making informed decisions under pressure, especially when resolving complaints or addressing complex issues.

-Creativity: Thinking outside the box to offer innovative solutions when standard processes may not resolve a customer’s concerns.

-Empathy: Understanding the customer’s feelings and concerns, demonstrating that i care about their issue, and showing patience.

**-Emotional Control: I remain **calm and composed, especially in high-pressure or stressful situations, while maintaining professionalism.

-Patience: Handling repetitive or challenging customer inquiries without losing composure.

-Adaptability: I try as much as possible adjusting communication style and approach to suit different customer personalities or changing circumstances.

-Efficient Time Management: Handling multiple tasks and customer inquiries at once while maintaining a high level of service quality.

-Prioritization: Knowing how to manage my time effectively, especially when dealing with urgent customer concerns or issues that require escalation.

-Productivity Tools: Familiar with cloud-based productivity tools (e.g., Google Workspace, Microsoft 365) for document sharing, scheduling, and collaborating with colleagues.

-Task Management Software: Ability to use tools like Monday.com to prioritize and track tasks

-Collaborative Mindset: Working with other team members or departments to resolve customer issues and improve overall customer experience.

-Willingness to Help: Offering assistance to colleagues when needed, sharing best practices, or supporting group goals.

-Accuracy: Ensuring all customer information is correct, from billing details to service preferences, and double-checking order entries.

-Detail-Oriented: Spotting inconsistencies or issues that may not be immediately obvious, and following through on the small details to ensure satisfaction.

-Customer Support Software: Familiar with CRM systems (e.g Salesforce, HubSpot), ticketing software(e.g Fresh desk) or live chat platforms to log, track, and manage customer interactions.

-Basic IT Skills: Troubleshooting common technical problems, or knowing when to escalate an issue to a more specialized team member.

-Data Entry and Management: Ability to quickly and accurately enter customer details platforms such as spreadsheets CRMs etc , ensuring proper documentation and record-keeping.

-Cross-Selling and Upselling: Gently suggesting related products or services to customers in a way that aligns with their needs or enhances their experience.

-Sales Mindset: Recognizing opportunities to promote additional services or products while maintaining a customer-first attitude.

-Positive Outlook: Maintaining an optimistic and cheerful attitude even when dealing with difficult customers or situations.

-Professional Demeanor: Maintaining a high level of professionalism in all customer interactions, respecting boundaries and maintaining confidentiality when required.