Customer Support Specialist / CS Team Lead

Overview

Looking for part-time work (4 hours/day)

at $8.00/hour ($704.00/month)

Bachelors degree

Last Active

March 20th, 2025 (6 days ago)

Member Since

October 8th, 2020

Profile Description

Experienced Customer Analyst, Support Specialist, and Team Lead with a demonstrated history of working in a Financial Company, Lead Generation Company and E-Commerce Business. Has a strong background in providing optimum service to different types of clients while demonstrating patience and building rapport.

- Excellent in oral and written communication
- Can confidently communicate with different types of characters
- Can support, assist and manage a team, and attend to ad-hoc tasks
- Experienced in training and coaching new hires and existing agents/staff
- Experienced in updating and documenting processes in Playbook
- Experienced in attending Team Leads and Operations meetings to discuss issues, provide feedback, and proposed resolutions
- Experienced in managing customers' queries via Social Media, live chat, and email
- Experienced in handling Level 2 escalations, doing investigation and documentation
- Experienced in managing Google Reviews and vetting Terms & Conditions and FAQs
- Experienced in attending to 90-110 new tickets a day
- Has an exemplary KPI track record, CSAT and QA score (90% and above) consistently
- Has an in-depth understanding of Service Level Agreement and building rapport while providing a positive customer experience.
- Has the ability to work in a collaborative atmosphere and strongly believes that "winning is a team sport"
- Can work remotely in a fast-paced working environment, under pressure, and with minimal supervision
- A team player, organized, efficient, resourceful, detail-oriented, has superb documentation skills, can multi-task, can easily adapt, and has a "can do" attitude", willing to take on new responsibilities/challenges, and share/voice out ideas for the improvement and growth of the company that can benefit both employees and the clients
- Well-trained in Customer Service Field / Trainable for further skills development and future tasks
- Knowledgeable with E-Commerce Business and Ticketing Systems (Kayako, ZenDesk, and FreshDesk)
- Familiar with Meta Business, Slack, Yammer, Suite CRM, G-Suite, Gateway, Pronto, Shopify, Mixpanel, Saltedge, Jira, Google Workspace, and Google Sheet