Customer Service Rep Expert (Chat/Phone/Email/VA Support)

In my previous role, I served as a customer service representative, providing exceptional assistance to customers regarding their orders and inquiries about the company's products and services. This involved answering questions, clarifying billing statements, processing payments, offering basic troubleshooting for phones, and efficiently managing account changes.

In my previous job, we were recognized as experts because we efficiently handled almost nearly all customer concerns. Moreover, I acquired valuable experience in email support through effective collaboration with our escalation and ticketing teams whenever the issues surpassed our area of expertise.

We provided support primarily through phone assistance. Our main focus was to offer exceptional customer service by addressing various aspects such as order inquiries, product and service queries, clarifying billing statements, processing payments, providing basic troubleshooting for phones, and efficiently managing account changes.

In addition to phone support, I also gained experience in chat support. In my previous job we collaborated with agents, supervisors, or managers from other locations or sites. Whenever a customer called regarding a promise made by one of these individuals that had not yet been fulfilled, we would initiate a chat with them to confirm the details and work together to resolve the customer's concern. This was our approach to ensuring effective communication and problem-solving in my previous role.

I also acquired basic troubleshooting skills in my previous job. We were required to follow a set of preliminary troubleshooting steps before transferring customers to technical support. This allowed us to address common issues and provide initial assistance, ensuring that only complex or specialized problems were escalated to the technical support team.

As an employee of T-Mobile, a telecommunications company in United States, our approach to selling was not aggressive. We would only offer products and services if we believed that customers genuinely needed them. For instance, if a customer was experiencing issues with their phone and we determined that it was due to its age, we would suggest purchasing a new one. In addition to new phones, we also offered accessories such as airpods, phone cases, and tempered glass. Furthermore, we provided the option for customers to purchase insurance coverage so that in the event of damage or lost/theft of their phone they could file for a replacement instead of buying a brand new device. Moreover, if customers' internet speed had been reduced and they required additional data at high speed, we would offer them the opportunity to add extra data as an additional feature. Our goal was always to provide products and services based on genuine customer needs rather than pushing unnecessary items onto them.