customer support representative
Pact employment Services
مجموع سنوات الخبرة :3 years, 9 أشهر
Managed inbound customer inquiries via phone, email, and chat, resolving issues and providing product information with a focus on achieving high levels of customer satisfaction.
Demonstrated exceptional multitasking abilities by handling a high volume of customer calls while accurately documenting customer interactions in the CRM system.
Facilitated customer escalations, collaborated with cross-functional teams, and followed through to ensure timely resolution of complex customer issues.
Senior Customer Support Specialist
January 2023 - May present
Led a team of customer support representatives, providing training, guidance, and performance feedback to ensure consistent delivery of high-quality service to customers.
Implemented process improvements that enhanced the efficiency and effectiveness of the customer support team, resulting in a 20% decrease in average handling time and a 15% increase in customer satisfaction scores.
Acted as a subject- matter expert, troubleshooting technical issues and ensuring customers received the highest level of support for software and hardware products.
➢ Manage a large amount of incoming and
outgoing calls at the right time
➢ Achieveing high satisfaction rating through
proactive one-call resolutions of customer iss
➢ Responding to inguiriess Customer about the
company's products Services
➢ Maintaining professonalism in all modes of
communication with the customers using emails, calls
and live chat.
➢ Handle customers complains, provides appropriate
solutions
and alternatives within the time limits. Follow up to
ensure
resolution, responding o customers queries in timely and
accurate way via phone, emails or live chat.
4 years studied