Jicy Joy

within CRM and internal systems.

• Served as the primary coordination point between
internal teams and international clients, ensuring smooth
communication and service delivery.

• Delivered real-time assistance to international customers
via voice and chat channels, ensuring timely and accurate
resolution of service requests.
• Handled order-related queries, account issues, product
information, and return/refund requests in compliance
with Amazon SOPs.
• Provided high-quality customer support with empathy,
clarity, and solution-oriented communication.
• Resolved escalations and complex cases, ensuring
adherence to SLA, quality metrics, and customer
satisfaction benchmarks.
• Utilized CRM and internal Amazon tools to track customer
interactions, update account information, and maintain
accurate documentation.
• Identified customer pain points and recommended
process or product solutions to enhance the customer
experience.
• Followed workflow guidelines, security policies, and data
protection standards for customer information.
• Collaborated with supervisors, QA, and support teams to
improve process efficiency and maintain service
consistency.
• Adapted communication style to different customer
profiles, including US, UK, GCC and EU markets.
• Met or exceeded performance targets such as average
handling time (AHT), customer satisfaction score (CSAT),
and first contact resolution (FCR).

• Delivered real-time support to international customers
via voice and chat, ensuring high satisfaction and first
contact resolution.
• Handled escalations, resolved account-level issues, and
maintained strict SLA and quality compliance.
• Achieved the Highest Sales of the Month and recognized
as Top Seller within the program.
• Managed high-volume queries with accuracy, empathy,
and a customer-first mindset.
• Documented all customer interactions in CRM tools with
complete and accurate information.
• Collaborated with shift supervisors, QA teams, and SMEs
to maintain process consistency and service excellence.
• Adapted communication styles to diverse customer
requirements across global markets.