Customer Service Representative

Overview

Looking for full-time work (8 hours/day)

at $3.89/hour ($752.00/month)

High school diploma

Last Active

July 7th, 2026 (10 days ago)

Member Since

May 11th, 2025

Profile Description

Customer Service for 6 years and as a Customer Service Advocate, mainly for back office support, non-voice platform (chat and emai) I play a crucial role in providing exceptional customer support to a wide range of clients and members including tech companies, e-commerce, and financial technology company. My responsibilities are as follows:
1.
Direct Customer Interaction: Provided expert assistance to customers through support tickets and Customer Relationship Management tools (CRM) such as Zendesk, Salesforce, etc. mainly addressing general and complex issues, providing technical assitance, offering guidance and education on how to utilize the product and the platform, how a feature works, tracking orders, processing refunds and other client related concerns ensuring their inquiries were addressed promptly and effectively.
2. Inbound and Outbound Communication: Managed a high volume chat and emails, handling 3 chats at the same time, I am responding to customer inquiries, processing orders, and handling complaints with professionalism and courtesy which aligns to the company's policy and standard operating procedure.
3. Product and Service Knowledge: Maintained an in-depth understanding of company products and services to provide accurate information and resolve issues efficiently. Proactively reviewing company's handbook and internal knowledge data about the latest issues and updates and making sure that I provide the most accurate and correct response to each customer.
4. Documentation and Data-Keeping: Carefully documented all customer interactions, transactions, and feedback in the CRM system, ensuring data integrity and compliance with company policies.
5. Issue Resolution: Utilized problem-solving skills to address and resolve customer concerns, proactively providing extra mile service, checking and giving the best alternative solution and escalating complex issues to supervisors when necessary.
6. Performance Metrics: Consistently met or exceeded performance metrics, including chat handling time, email productivity per hour, customer satisfaction scores, and first-contact resolution scores.
7.Team Collaboration: Collaborated with tea ---------- mbers and other departments to resolve customer issues and improve service delivery.
8. Product and Policy Improvement: Actively engaged in ongoing training and development programs to stay updated on product knowledge, customer service techniques, and company policies.
Key Skills and Attributes:
-Excellent verbal and written communication skills
-Proficiency in CRM software and call center technologies
-Ability to handle highchat and email volumes in a fast-paced environment, meeting the service level agreement
-Empathy and patience in dealing with customer concerns
-Strong problem-solving and conflict resolution abilities
-Attention to detail and organizational skills
-Flexibility to work on various shifts (day shift,mid shift,evening shift)
Other Role:
Subject Matter Expert (SME) - this role provides next level of support, as an SME, I have the deep understanding and knowledge about the product and the service. I am providing expert-level support to the organization on a particular subject or topic. I'm also responsible in assisting and supporting the new hires during their training, sharing the best practices about a certain concern and I make sure that their responses aligns with the company's policy.