| Appointment Setter |
Trouble Free Employees |
September 2023 |
- Conduct outbound cold calls to potential clients using a provided contact list or through independent research.
- Identify and qualify leads based on predetermined criteria.
- Gather relevant information to assess the prospect's interests and needs.
- Secure appointments for the sales team by accurately qualifying leads and understanding their needs.
- Input and maintain accurate and up-to-date information in the Customer Relationship Management (CRM) system.
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| Chat Support |
Trouble Free Employees |
June 2023 |
- Respond promptly and professionally to customer inquiries via chat.
- Provide accurate information and solutions to customers' questions and concerns.
- Assist customers with troubleshooting technical issues related to our products/services.
- Maintain a positive and empathetic attitude towards customers at all times.
- Ensure customer satisfaction and provide excellent customer service.
- Keep records of customer interactions, transactions, comments, and complaints.
- Collaborate with other team members and departments to resolve customer issues.
- Stay updated on our products, services, and company policies to provide accurate information.
- Escalate complex issues to higher-level support or appropriate department.
- Follow communication guidelines and protocols to ensure consistent and effective responses.
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| Customer Service Representative |
Valor Global Inc |
August 2022 - 2023 |
- provide product/service information, answer inquiries, and resolve any emerging problems our customer accounts might face accurately and efficiently.
- Collecting payments, and saving customers' accounts from cancellation.
- Respond promptly and professionally to customer inquiries through various communication channels, such as phone, email, chat, and social media.
- Listen attentively to customer concerns, diagnose issues, and provide accurate information or solutions to resolve problems effectively.
- Maintain detailed and accurate records of customer interactions, inquiries, comments, and actions taken to ensure comprehensive tracking and effective follow-up.
- Identify trends and recurring issues, and collaborate with the team to implement proactive solutions that enhance the customer experience.
- Escalate complex or unresolved issues to higher levels of support or appropriate departments while maintaining ownership of the customer's experience.
- Foster positive relationships with clients by demonstrating empathy, professionalism, and a commitment to exceeding their expectations.
-Collect and relay customer feedback to relevant teams, contributing to the continuous improvement of products, services, and processes.
- Stay up-to-date with product knowledge, industry trends, and best practices in customer service to enhance your effectiveness in the role.
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| Customer Service Representative |
Iqor Philippines, Inc |
June 2016 – August 2022 |
- provide product/service information, answer inquiries, and resolve any emerging problems our customer accounts might face accurately and efficiently.
- Collecting payments, and saving customers' accounts from cancellation.
- Interact with customers via phone, email, chat, and other communication channels to provide timely and accurate responses to inquiries, requests, and concerns.
- Listen attentively to customer issues, troubleshoot problems, and provide appropriate solutions or recommendations to resolve concerns.
- Maintain detailed and accurate records of customer interactions, including relevant information, actions taken, and outcomes achieved.
- Analyze trends in customer issues and collaborate with team members to develop proactive solutions that enhance the overall customer experience.
- Escalate complex or unresolved issues to higher-level support or relevant departments while ensuring a seamless customer experience.
- Strive to exceed customer expectations by providing empathetic, professional, and personalized support that leaves a positive impression.
- Gather and relay customer feedback to internal teams, contributing to the continuous improvement of products, services, and processes.
- Adhere to company policies, procedures, and regulatory guidelines while maintaining data security and confidentiality.
- Stay updated on product knowledge, industry trends, and best practices in customer service to enhance your effectiveness in the role.
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| Technical Support Representative |
Alorica Philippines, Inc |
March 2016 – May 2016 |
- Technical Support Representative Handling Technical issues by identifying, investigating, troubleshooting, and resolving customer tech problems from Cable television, landlines, and Internet issues.
- Provide timely and effective technical support to customers through phone, email, chat, or other communication channels.
- Listen attentively to customer descriptions of technical issues, ask relevant questions, and use troubleshooting techniques to diagnose problems accurately.
- Walk customers through step-by-step solutions, offer technical guidance, and assist in resolving software, hardware, or network-related issues.
- Maintain detailed and accurate records of customer interactions, including problem descriptions, troubleshooting steps, and resolutions provided.
- Escalate complex technical issues to higher-level support teams or specialized departments while maintaining ownership of the customer's experience.
- Empower customers by explaining technical concepts and instructions in a clear and understandable manner.
- Collect and communicate customer feedback to internal teams, contributing to the improvement of products, services, and technical support processes.
- Stay updated on evolving technologies, product enhancements, and industry trends to enhance your technical proficiency and problem-solving skills.
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