Experience

GFM

• Switzerland
• Advertising Services
• 1 - 100 Employee

• Senior Advisor

  • Oct 2022 - Present

• Customer Service Specialist

  • Feb 2022 - Oct 2022

  Haleon (Formerly GSK Consumer Healthcare) - Respond to social media contact. - Read incoming correspondence to ascertain nature of writers' concerns and to determine disposition of correspondence. - Answer all incoming customer queries professionally and within agreed timescales. - Handle and resolve customer complaints. - Provide customers with product and service information. - To go above and beyond with every customer contact. - Identify and escalate priority issues. - Route customer contacts to appropriate resource. - Follow up customer enquiries where necessary. - Compose acknowledgment correspondence. - Liaise directly with Head Office to help build the brand new contact centre - Project Lead for developing the Social Media playbook Show less

• Lead Agent

  • Dec 2021 - Feb 2022

  BrandAlley UK - Help to train new starters - Provide assistance to colleagues - Provide monetary authorisations when providing refunds or reimbursements - Handle and resolve escalated calls, emails and live chats to a satisfactory outcome for the customers - Liaise with Head Office to notify customers of delayed orders, or escalated issues with either customer or colleagues - Update and send a list of delayed supplier items to our logistics team, requesting necessary updates - Raise Royal Mail and DPD courier investigations, further processing reimbursement claims based off the outcome - Spot-check/Quality Assess calls, emails and live chats by agents to ensure a high standard of work - Track agent call times, whilst monitoring their busy, away, break and lunch status - Manage the department on the weekend (on a rota basis) - Recording sickness, lateness and absence - Provide non-work emotional support to colleagues when needed - Develop training materials for new starters Show less

• Customer Service Agent

  • Nov 2020 - Dec 2021

  BrandAlley UK - Handle incoming customer service calls, emails and live chats - Process amendments to and cancellations of customer orders - Liaise with the off-site warehouse team regarding orders - Train new starters on systems and processes - Update a shared spreadsheet when orders are delayed from the supplier, or when there is a courier delivery dispute

• Retention Agent

  • Jul 2020 - Nov 2020

  The Times & Sunday Times - Handle inbound calls to the cancellation line - Work with the subscriber to find the most suitable package for them based off their needs and usage - Set up new and swap existing subscriptions - Process the cancellation of subscriptions - Handle any overflow of general customer service enquires during busy contact periods