Virtual Assistant / Customer Service Representative

As back office specialist, I've learned the proper way of handling customer's concern through email. I learned to be resourceful, active, patient and think correctly to solve the customer's concern. Email support requires a mix of technical, communication, and problem-solving skills to ensure customers receive timely and helpful responses.

I efficiently identify and resolve technical issues while following and creating step-by-step guides. With experience in CRM platforms, I assist frustrated customers calmly, ensuring clear understanding of technical issues before providing solutions. Additionally, I excel at explaining complex technical concepts in simple, easy-to-understand terms.

I respond to customer inquiries via phone, email, or text, assisting customers and partners in resolving their issues efficiently. I also process orders, refunds, and account updates while documenting customer interactions and maintaining accurate records. Additionally, I collaborate with internal teams to address complex issues, troubleshoot technical problems, and ensure a high level of customer and partner satisfaction.

I excel in customer retention by actively listening to customer concerns, effectively communicating solutions, and using persuasive strategies to highlight the value of products and services. My strong problem-solving skills allow me to identify pain points, de-escalate tense situations, and offer personalized solutions such as discounts, upgrades, or alternative services to encourage customer loyalty.

When I got the travel account, I learned about hotel booking. You must know the customer's reason for travel, hotel ratings, budget and length of stay so that you can give the right recommendation to the customer. and book the hotel they want. It is important that you also know the amenities of the hotel so that other customer's questions can be easily answered.