I’ve been in the customer service industry since 2012. With my experience, I was able to develop myself for being a customer-oriented person. I am friendly and good in dealing with associates younger or older than me. I have the willingness to learn, to be trained and can work with minimal to no supervision.
- Expert with Phone, Chat and Email Support
- Experience in the following ticketing tools: Freshdesk, Kayako and Zendesk
- Experience in using Live Chat Application
- Experience in using the following CRM Tools : Volusion and Magento
- Experience in handling customers from Amazon Seller Central and Google Merchant
- Experience in using of HipChat and Slack as mode of communication
- Experience in Data Entry
- Experience in handling customer complaints and escalations posted in the following platforms:
- Reseller Ratings
- Better Business Bureau
- Google Reviews
- Yelp
- Facebook
- Promoted as CS Supervisor, then as CS Manager
- Leading, supervising and managing 9 to 13 customer support agents
- Sorting of applications and resumes and conducting interviews
- Training new employees who applied for the customer service position
- Handling complaints and escalations from the customers, from the CS team and from the upper management
- Conducting investigation and on-the-spot coaching to agents for issues that need urgent attention
- Creating weekly, monthly and yearly performance report of the agents
- Acting as Quality Assurance Specialist for the CS Team
- Arranging Customer Service Team Schedule
- Conducting Focus Group and 1-on-1 Discussion for the CS Team
- Experience in administrative tasks such as but not limited to:
- Creating training manual, modules and guidelines
- Writing "How To" articles for company's internal use
- Creating FAQ's for company's internal use
Other Skills :
- Good communication skills both oral and written
- Detail-oriented person
- Knowledgeable with MS Office (Excel/Word/Power Point/Outlook) and GSuite (Google Docs, Google Sheets, Google Slides, Google Drive, Gmail)
- Touch Typing skill of 70 to 80 WPM
- Excellent multitasking skills