Job Summary:

• Offering 2nd line assistance to customers with technical, billing and admin related queries
• Providing quick and outstanding customer support through all communication channels
• Providing sustainable long-term customer focused solutions to customer issues
• Work effectively with team leads and senior agents in timely flagging & resolving all outstanding issues to prevent complaints and provide exceptional customer experience
• Handling complicated customer cases, manager call-back or crisis cases reported to high level
• Review and collect all necessary information, analyse and contact relevant departments to provide appropriate handling, directly solve and follow to the end
• Handling cases back and forth between customers and customer service (CS) / between other departments
• Provide an effective solution, do not let the case leading to the crisis
• Suggest improvements to the process or find mistakes, follow up closely these mistakes are coached and not repeated
• Synthesise and build a framework for handled crisis cases to retrain frontline staff can handle by themselves
• Maintain a balance between company policy and customer benefit in decision making

Skills on Resume:

• Second-Line Support (Hard Skills)
• Multichannel Support (Hard Skills)
• Customer Solutions (Soft Skills)
• Issue Collaboration (Soft Skills)
• Case Handling (Hard Skills)
• Cross-Department Mediation (Soft Skills)
• Crisis Management (Soft Skills)
• Policy Balance (Soft Skills)

Job Summary:

• Taking Inbound calls on behalf of a leading Global Technology company (approximately 10-30)
• Assisting users via telephone and tickets received through the app responding to queries, providing status updates & solutions to any issues which may arise in an attentive and empathetic manner
• First contact/ responsible for incoming customer support requests (on helpdesk and by phone) 
• Evaluating customer support requests and assigning to the relevant support level (1st, 2nd, 3rd level decision on needed onsite visits)
• Acting as the Voice of the Customer, reporting and acting on observed areas for improvement, addressing complex technical issues
• Tracking customer support issues, clustering by highest priority and forwarding needed product enhancements and problem/bug solving to the development teams
• Training of external collaboration partners for onsite customer support for software and hardware
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• Assisting with customer communication and support during critical launches
• Making sure internal knowledge reference pages and external FAQs are updated

Skills on Resume:

• Inbound Call Handling (Hard Skills)
• User Support (Hard Skills)
• Support Request Triage (Hard Skills)
• Customer Advocacy (Soft Skills)
• Issue Tracking (Hard Skills)
• Partner Training (Soft Skills)
• Solution Innovation (Soft Skills)
• Content Updating (Hard Skills)

Job Summary:

• Provide dedicated and passionate proactive support to existing landlord customers
• Build a solid rapport and trust with customers to ensure they feel loved and looked after
• Confident in approach to handle conversations without the need for a script
• Confident in approach to handle conversations when customer needs change
• Keeping customers at the heart of the role to deliver a first class and professional support service
• Able to spot trends and improvements within the team and wider organisation
• Able to understand and grasp product changes and get familiar with them quickly
• Able to take ownership of dealing with complaints in a positive manner as per relevant process
• Ensure that any required tasks for accreditations are carried out and reported as determined by Housing Partners
• Ensure HP personnel policies and procedures are adhered too
• Ensure that any risk items to an appropriate line manager so that they can be dealt with and recorded by Housing Partners procedures

Skills on Resume:

• Proactive Support (Soft Skills)
• Customer Rapport (Soft Skills)
• Script-Free Communication (Soft Skills)
• Service Excellence (Soft Skills)
• Trend Identification (Hard Skills)
• Product Adaptation (Hard Skills)
• Complaint Ownership (Soft Skills)
• Policy Compliance (Hard Skills)

Job Summary:

• Managing customer Calls & e-mails and responding within a 12-hour window
• Manage the daily logs of customer enquiries & voice messages
• Update customers on forthcoming deliveries where requested items are not currently available
• Ensure all orders are being despatched in a timely manner
• Manage customer inquiries regarding returns
• Ensure all procedures are maintained
• Ensure that HP Health, Safety and Environmental policies and procedures are complied with and fully maintained
• Compliance with all other HP standards, policies, procedures and agreements
• Keep track of customer accounts and make updates with new account information 
• Answer incoming calls on product and service questions, customer complaints, and general customer inquiries
• Create records of customer interactions and follow up to ensure all questions have been answered
• Communicate frequent customer suggestions to the team to troubleshoot
• Work closely with the sales lead to stay up-to-date on service and product knowledge

Skills on Resume:

• Response Management (Hard Skills)
• Enquiry Logging (Hard Skills)
• Delivery Updates (Hard Skills)
• Order Dispatching (Hard Skills)
• Returns Management (Hard Skills)
• Policy Compliance (Hard Skills)
• Account Tracking (Hard Skills)
• Customer Communication (Soft Skills)

Job Summary:

• Handle customer inquiries and complaints
• Provide information about the products and services
• Troubleshoot and resolve product issues and concerns
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving products and services
• Create customer sales invoices, handle exchanges and return requests, using proprietary software
• Responsible for providing amicable, courteous, personable, and professional customer service
• Answer multi-lined telephone inquiries regarding availability, pricing, and order inquiries
• Handle E-commerce customer communications: email, Chat, and calls.
• Process returns, exchanges, and refund requests.
• Order management to ensure that customers receive their purchases according to the advertised shipping delay.

Skills on Resume:

• Inquiry Handling (Hard Skills)
• Product Information (Hard Skills)
• Issue Resolution (Hard Skills)
• Record Management (Hard Skills)
• Knowledge Maintenance (Hard Skills)
• Invoice Processing (Hard Skills)
• Customer Service (Soft Skills)
• Order Management (Hard Skills)

Job Summary:

• Handle all inbound student queries via email, phone and chat.
• Outbound communication via email, phone and chat to resolve student queries and provide nationally coordinated communications.
• Provide exceptional levels of customer service to students through high quality, accurate and timely responses to student enquiries.
• Meet performance KPIs and participate in regular performance appraisals.
• Record all student interactions in the Student Records Management System.
• Outstanding customer service and interpersonal skills
• Responding to customer inquiries about products and services offered
• Performs round clock front-line duties.
• Handle corporate customer complaints.
• Responsible for fault investigation.

Skills on Resume:

• Inbound Response (Hard Skills)
• Outbound Communication (Hard Skills)
• Customer Service Excellence (Soft Skills)
• KPI Achievement (Hard Skills)
• Records Management (Hard Skills)
• Interpersonal Skills (Soft Skills)
• Product Inquiry Response (Hard Skills)
• Complaint Handling (Hard Skills)

Job Summary:

• Email/phone communication to manage customer orders/issues
• Proactive communication to the customer on order status and potential resolution
• Support risk assessment in supply chain and setting mitigation plans
• Adhering to work standards to ensure high-quality service
• Review and respond to correspondence received in the customer service e-mail inbox.
• Assist owners who have requested to speak to someone in Customer Commitments regarding general account inquiry
• Deeding status, complaints, questions on statements or tax forms, or who have asked to have their request or complaint escalated. 
• Responsible for returning calls from Customer Service voicemail.
• Follow up or return customer phone calls regarding account services such as missing documents or process updates.
• Participates in team meetings, ongoing training, and onboarding development of new team members.

Skills on Resume:

• Order Management (Hard Skills)
• Proactive Communication (Soft Skills)
• Risk Mitigation (Hard Skills)
• Quality Adherence (Hard Skills)
• Email Response Handling (Hard Skills)
• Customer Commitments Support (Hard Skills)
• Call Return Management (Hard Skills)
• Team Development Participation (Soft Skills)

Job Summary:

• Timely and accurate processing of all incoming orders via fax or email by stock levels and lead times.
• Maintaining, updating, and verification of order confirmations and contacts.
• Assure timely/accurate handling of order routing
• Creating and emailing Proforma Invoices to customers
• Creating international documents for the warehouse
• Investigate and respond to all internal and external requests. 
• Acting as a liaison between the customer and ASA.
• Enter orders and warranty return requests accurately and promptly.
• Assist customers with product information and troubleshooting assistance.
• Assist with communication of delinquent Hassle-Free returns.
• Answer or properly document all incoming calls and e-mail through the Customer Relation Management System.
• Ensuring all incoming Customer emails are responded to promptly.
• Utilize promise dates given to customers on order confirmations by using lead times, order planning reports, and communication with purchasing department.

Skills on Resume:

• Order Processing (Hard Skills)
• Order Maintenance (Hard Skills)
• Proforma Invoice Creation (Hard Skills)
• International Documentation (Hard Skills)
• Liaison Coordination (Soft Skills)
• Warranty Management (Hard Skills)
• Product Troubleshooting (Hard Skills)
• CRM Documentation (Hard Skills)

Job Summary:

• Providing an exceptional customer and consumer experience through effectively responding to their inquiry through a variety of communication channels.
• Working collaboratively with internal and external customers to resolve their inquiries in a skillful and professional manner ensuring a timely and qualitative resolution.
• Working as part of a team and as directed by the Team Leader to ensure that all SLAs / KPIs are met.
• Accurate data entry and interpretation of customer orders received via telephone and e-mail.
• Management of the daily order cut-off process.
• Provide professional first-line response to customer (store) queries, concerns, and complaints around deliveries with subsequent outbound calls to customers and manufacturing sites to conclude the query whilst maintaining the CRM system.
• Provide professional first-line, response to consumer queries, concerns, and complaints via phone, email, and social media around the product quality
• Process with subsequent outbound communication to sites and then the consumer to resolution whilst maintaining the CRM system.
• Creation and Issue of Customer Service Level Reports including interpretation of reported failures. 
• Product and analysis of internal KPI reports

Skills on Resume:

• Multichannel Response (Hard Skills)
• Inquiry Resolution (Soft Skills)
• Team Collaboration (Soft Skills)
• Data Entry Accuracy (Hard Skills)
• Order Management (Hard Skills)
• CRM Maintenance (Hard Skills)
• Service Level Reporting (Hard Skills)
• KPI Analysis (Hard Skills)