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.
Why Choose me?
- In live chat/ phone support, my reply to customers within 30 seconds
- Ensure Customer Retention
- Follow Standard rules perfectly
- Quick learner of new procedures/ tools
- Maintain High Customer satisfaction stats
- Keep a record of all actions taken with each customer interaction
What qualities do I possess?
- Good command on English communication (written/verbal)
- Detail Oriented -Punctual & Honest
- Always willing to improve for progress
- Persistent to problem Solving
I have used multiple software during my previous work like Salesforce, Zendesk, Pandacare, Zoiper, DH Phone, Toku, NVM, Slack, and Microsoft Office. Thank you for visiting my profile.
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