Email / Chat Support / Basic Editing / Encoding

Overview

Looking for full-time work (8 hours/day)

at $5.68/hour ($1,000.00/month)

Bachelors degree

Last Active

November 30th, 2024 (today)

Member Since

April 5th, 2019

Profile Description

Hi! My name is Upgrade to see actual info from the Philippines. I've been in the customer service field for more than 10yrs handling calls, chats and email.

* Industries or Accounts I have handled:
--- Australia Based Insurance
--- UK Telco
--- Bike/Scooter sharing app
--- E-Commerce customer support
--- Shopee and Lazada Shop assistant

* Tools or Platform I have used:
--- ZenDesk / FreshDesk
--- Microsoft Apps (Excel, Word, Outlook, Powerpoint)
--- Google Apps (Docs, Sheets, Form, Drive, Slide
--- NICE for Call Evaluation
--- Shopee and Lazada Seller Center
--- Zalora (order management tool)

* Job Roles / Responsibilities

• Calls and Email
--- Assisted Australian callers for their Insurance needs like documents, payments, policy status, amendments, general inquiries etc.
--- Assisted UK callers for their TMobile prepaid accounts for Phone and Internet Basic Troubleshooting, Voucher top-up, general inquiries, etc.
--- Assisted customers via calls and email from any part of the world who's using the Bike/Scooter sharing app for locking/unlocking vehicle, payments, refunds, dispatching and pick-ups, etc.
--- Zalora Live Chat for inquiries and requests such as order/delivery follow-up, return/refunds/exchange, product inquiry, reporting order issues like damages, lost, defective, missing items, etc.

• Lead Associate Quality for the Australia Based Insurance Account
---- Agent Call Monitoring / Evaluation
---- Realtime Coaching / Feedback for the agents' call handling improvement
---- Escalating any Red Flag calls to leaders and clients
---- Reporting Quality Updates using Excel and Outlook
---- Call Listening and Calibration with Clients, Leaders and Agents for continuos improvement of the Quality Form and Processes.

• Subject Matter Expert for the Bike/Scooter sharing app
---- Assisting agents with process questions
----Taking supervisor / escalation calls
---- Providing realtime coaching and feedback to agents
---- Call listening with agents
---- DSAT / CSAT scrubbing to analyze the score result
---- Weekly Business Report for DSAT/CSAT

• Shopee and Lazada Shop Assistant
---- Responds to customer chats
---- Updating / maintaining trackers for order statuses, checking any order issues like cancellations, out of stock items
---- Sending order updates to customers
---- Communicating with the other departments for order issues like delayed shipments, out of stock items, return, refunds, exchange, etc.
---- Monitoring shop reviews. Sending vouchers to customers for good reviews.
---- Sending end of day reports for daily productivity