Trisha Mae Julia

Hi! I worked as a customer service representative for 3 years and 5 months. 1 year and 6 months as a customer service representative of Amazon retail and logistics based in the US. We are checking the status of the order, and we are processing a refund or replacement after investigating it to see if the order is really missing, delivered to the wrong address, or defective. I handle payment support too, where we are handling payments and looking for unknown charges. Then after that, I worked for a telecommunications company, which is Bell Canada, for 1 year and 9 months. This is a serve-to-sell account. We serve first by helping customers if they have any questions about the different kinds of service and charges or any problems that they are experiencing, like a slow data connection, no service, or charges on their bill. In case they want to upgrade their services, which we always recommend, after making sure that all of their concerns have already been addressed, we are slowly positioning ourselves to sell our products by asking open-ended questions in order to know what their needs are and to tailor fit our offer based on how they need the service. Working in customer service is not really easy. I need to deal with different kinds of personalities each day, and most of them are irate or frustrated customers. I just need to understand them and put myself in their shoes in order to know the main reason why they are frustrated. They just want to be heard. I also prefer to be straight-forward with the things that I can do rather than focus on the things that we cannot do. Patience and understanding are what we need most when dealing with our customers. Communication plays a big role in this kind of job. I'm also a fast learner when it comes to processes. And I'm good at multitasking that is one of my strengths. Talking and knowing the customer's concerns while navigating the tools to lessen the average hold time. I resolve customer concerns as fast as I can to leave a good impression. And lastly, I always make sure to have excellent performance since this is where we measure customer happiness and satisfaction with the service or resolution that we provide.