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Skills

  • Act! CRM
  • Call Center
  • Call Center Management
  • Career Development
  • Chat Support
  • Communication Skills
  • Customer Service
  • Email Services
  • English Language
  • Microsoft
  • Phone Support

Services

  • Live Chat / Email Customer Support

    $5/hr Starting at $400 Ongoing

    Dedicated Resource

    I've been a customer support specialist at a local contact center for more than two years. I began my career in customer service doing live chat support for foodpanda in APEC regions including Singapore,...

    Act! CRMCall CenterCall Center ManagementCareer DevelopmentChat Support

About

We ensure Customer Retention

I've been a customer support specialist at a local contact center for more than two years. I began my career in customer service doing live chat support for foodpanda in APEC regions including Singapore, Thailand, Hong Kong, Malaysia, Philippine, and Japan. As foodpanda ensures fast meal delivery, so we are required to cater to the following customer complaints:

-Order tracking
-Late order
-Food quality issues
-Missing/ wrong items
-Wrong order
-Food poisoning issues
To act quickly while interacting with customers in such scenarios, we follow standard operating procedures (SOPS), such as:

1)Calling rider's/restaurants

2)Give refunds/compensations

3)Escalate cases to higher teams for further action

In the whole process, we have to maintain Customer Satisfaction ( CSAT) and quality of actions as a top priority. Based on my high-performance statistics, I have been promoted to another top-ranked campaign Talabat in our BPO.

In Talabat, complaints are the same as in the previous campaign but customers are high paying so they demand more quick resolutions. In Talabat campaign, we cater chats, phone calls, and emails from the customer end.

Work Terms

The terms of customer support work may vary depending on the company or organization, but some common elements may include:

-Hours of operation: Customer support may be available during regular business hours, or it may be available 24/7.

-Responsibilities: Customer support representatives may be responsible for answering customer inquiries, resolving customer issues, and providing general assistance to customers.

-Training: Many companies provide training to their customer support staff to ensure that they are able to effectively assist customers and handle a variety of issues.

-Compensation: It may be paid an hourly wage or a salary, and also be eligible for benefits such as health insurance and paid time off.

Overall, the goal of customer support is to ensure that customers are satisfied with the products or services they have received, and to provide assistance to customers as needed to resolve any issues or concerns they may have.