Customer Support Specialist (Ecommerce)

As a E-commerce Customer Support Specialist for Grams 28, I served as the primary point of contact for global customers, managing high-volume incoming emails, live chats, and support tickets with efficiency and professionalism. I drove conversion and customer retention by expert handling of pre-sale inquiries to guide potential buyers toward confident purchases, while addressing post-purchase needs like refunds and complaints with deep empathy. Additionally, I troubleshot complex product and order issues to deliver clear, actionable solutions, while diligently tracking all customer interactions within the CRM and seamlessly escalating technical issues to the appropriate internal teams for swift resolution.

As a seasoned BPO Professional with a strong background in customer service, I specialize in delivering high-quality, multi-channel support across voice, email, and live chat platforms. I am deeply familiar with the rigors of a fast-paced production environment, consistently exceeding key performance indicators (KPIs) such as CSAT, AHT, and FCR. My expertise lies in providing efficient technical troubleshooting and de-escalating complex customer concerns with a professional, solution-oriented approach. I am highly proficient in utilizing enterprise CRM tools like Zendesk, Freshdesk, and Salesforce to streamline ticket management and ensure no customer is left behind. Having spent years navigating various global accounts, I have developed a near-native command of English and the adaptability to work across diverse timezones, including graveyard or shifting schedules. I am eager to leverage my BPO-honed discipline and technical savvy to help your team achieve its growth and service-level goals.

I specialized in optimizing daily operations through comprehensive administrative support and meticulous task management. My primary responsibilities involved coordinating complex schedules, organizing digital files, and facilitating clear, professional communication between team members and high-level clients. By utilizing various project management tools to oversee internal workflows, I ensured that all assignments were completed promptly and that overall team productivity remained consistent. Beyond core office duties, I prepared detailed reports on client interactions to assist the team in refining service delivery and making informed decisions. My role required significant versatility, as I frequently managed ad-hoc projects such as coordinating webinars and overseeing virtual events. This experience allowed me to build a solid foundation in remote collaboration and proactive problem-solving within a professional consultancy environment.

My main focus was on listing optimization, where I updated product titles, descriptions, and keywords to help items show up better in search results. I also conducted regular market research to track competitor prices and trending products, ensuring our stores stayed competitive. Beyond technical tasks, I handled customer service by answering messages and resolving issues to keep shoppers happy. I was also responsible for inventory management, keeping a close eye on stock levels to prevent running out of items. By assisting with promotional campaigns and tracking sales data, I made sure the business ran smoothly every day. My goal was always to provide simple, effective support that helped the Amazon accounts grow and stay organized.