TSR/CSR
CONVERGYS CORP.
Total years of experience :9 years, 4 Months
Assisting Customers: Interacting with customers via phone, chat, or
email to address their inquiries, technical issues, or account-related
concerns.
Troubleshooting: Diagnosing and resolving technical problems that
customers may encounter with their Xbox consoles, controllers, or
games.
Order Support: Providing assistance with order tracking, billing inquiries,
and refund requests for purchases made on the Xbox platform.
Membership Support: Assisting customers with Xbox Live memberships,
subscriptions, and benefits. Game Support, Helping customers with
game-related questions, updates, and installations.
Account Management: Managing customer accounts, updating profile
information, and assisting with password resets or account recovery
Greeting and welcoming visitors, first point of contact for visitors,
clients, or employees entering the organization.
Scheduling and managing appointments: You will manage calendars,
schedule meetings, appointments, and conferences for staff members,
ensuring that the schedule is well-organized and efficient.
Handling phone calls and inquiries: You will answer incoming calls,
respond to client inquiries, provide information about salon services,
and address any concerns or questions they may have.
Cash management and processing payments, Helping with retail sales,
Resolving client complaints and performing general administrative
tasks including inventory management, ordering salon supplies,
keeping the salon clean, and paperwork organization.
You will help clients select products, provide recommendations, and
process transactions for retail purchases.
This may involve communicating with stylists, estheticians, and other
professionals to schedule appointments, manage client expectations,
and facilitate an exceptional customer experience.
Fraud Investigation: Reviewing account activity, transaction details, and
relevant data to identify and determine the extent of fraudulent activities.
This involves analyzing patterns and anomalies to detect and prevent
fraudulent behavior.
Client Support and Communication: Assisting clients with documentation
requirements, explaining security measures, and recommending best
practices to prevent future fraud incidents. Responding to client
questions, grievances, or reports of fraudulent activity through various
communication channels such as phone calls, emails, or chat messages.
Escalation of Issues: Identifying customer concerns that require further
investigation or intervention from the fraud analyst team. You will
escalate these issues to the appropriate departments or team members
to ensure thorough and timely resolution.
Investigating Client Complaints: Addressing and investigating client
complaints related to fraud or suspicious activities. Providing direction
and support to clients during the resolution process.
Remote Technical Support: Using remote access tools to assist
customers in real-time. This involves troubleshooting technical issues,
providing software advice, and offering training to clients to help them
effectively use the antivirus software.
Software Installation and Setup: Assisting clients with the installation
and initial setup of the antivirus software. Ensuring that the software is
properly configured to offer optimal protection by walking clients
through the installation process, verifying system specifications, and
resolving compatibility issues.
Product Knowledge and Updates: Keeping up-to-date with product
updates and knowledge to provide accurate and relevant information
to customers. Staying informed about new features and improvements
in the antivirus software.
Thesis