Customer Service Representative

• Oct 2022 - Present

Escalation Specialist

• Aug 2021 - Oct 2022

● Responding to customer emails and disputes via ticketing software (Zendesk) as thoroughly and efficiently as possible. ● Mediate and guide stakeholders to possible solutions to the dispute. ● Liaising with internal departments, account managers, and our tech team. ● Processing refunds and credit notes. ● Completing quality assurance checks on seller customer service ● Troubleshooting and reporting new or possible technical issues. ● Responding to customer emails and disputes via ticketing software (Zendesk) as thoroughly and efficiently as possible. ● Mediate and guide stakeholders to possible solutions to the dispute. ● Liaising with internal departments, account managers, and our tech team. ● Processing refunds and credit notes. ● Completing quality assurance checks on seller customer service ● Troubleshooting and reporting new or possible technical issues.

Customer Service Representative

• Jan 2018 - Jul 2021

Support Includes: - Chat - Email - Outbound Calls • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. • Assist with placement of orders, refunds, or exchanges • Attempt to persuade customer to reconsider cancellation • Inform customer of deals and promotions. • Handle changes in policies or renewals. • Identify and assess customers' needs to achieve satisfaction • Recommend potential products or services to management by collecting customer information and analyzing customer needs • Contribute to team effort by accomplishing related results as needed • Provide accurate, valid and complete information by using the right methods/tools • Keep records of customer interactions, process customer accounts and file documents • Follow communication procedures, guidelines and policies Show less

Email,​ ​Chat​ ​and​ ​Outbound​ ​Technical​ ​Support​ ​Representative

• Nov 2015 - Nov 2017

Diagnose and resolve technical hardware and software issues via email, chat and outbound calls ● Responds appropriately to customer objections and questions ● Identify the escalated priority issues per Client specifications ● Accurately process and record call transactions using a computer and designated tracking software. Diagnose and resolve technical hardware and software issues via email, chat and outbound calls ● Responds appropriately to customer objections and questions ● Identify the escalated priority issues per Client specifications ● Accurately process and record call transactions using a computer and designated tracking software.

Email Support/Back Office

• Apr 2015 - Aug 2015

HR Assistant

• Nov 2014 - Mar 2015

• Updating and keeping 201 files. • Creating Management reports (Headcount, Attrition etc.)• Resignation and Clearance processing and monitoring• Dispensing of employee information• Contract Notarization• Enrollment and updating of employee governments records such as Pag-ibig, Philhelath, BIR and SSS• Submits the online investigation requests and assists with new employee background checks.• Makes photocopies, scans documents and performs other clerical functions.• Files papers and documents into appropriate employee files.• Prepares new employee files.TIMEKEEPING• Monitoring of employes attendance• Analysis of attendance data and preparation of appropriate attendance report• Maintenance of first-level support of the company’s leave application system• Creation of accounts of new hires ad deletion of acount for resigned employees.• Monitoring of timebank usage of employees.OTHER TASK• Participating in company events Show less

HR Assistant

• Aug 2014 - Mar 2015

Technical Support Engineer

• Jun 2013 - Jun 2014

· Takes incoming telephone calls from customers and/or delivers scripted or non-scripted message to customers via telephone during designated hours; · Responds appropriately to customer objections and questions; · Delivers accurate description of product and/or service to customers; Provides accurate information and instruction to customers in accordance with campaign guidelines; · Navigates computer systems to properly conduct the objective of the campaign and locate customer data or other electronic information; · Records each call by accurately documenting status and comments in the appropriate database or platform; · Routes callers to appropriate department when required; Resolves problems within bounds of authority or requests assistance from other team members or Team Lead as necessary; · Maintains a high level of service with customers and meets performance targets; · Develops and maintains productive working relationship with team members; · Promotes and maintains a positive, professional image of CO-OP Member Center. Show less