Experienced eCommerce Customer Service Representative

I have experience delivering high-quality customer support across various communication channels including phone, email, live chat, and social media. My role involved ensuring customer satisfaction by resolving inquiries, complaints, and issues efficiently and professionally. Key responsibilities included: Handling a high volume of inbound and outbound customer interactions in a fast-paced environment. Assisting customers with product/service inquiries, order tracking, billing concerns, and account-related issues. Using CRM and ticketing systems such as Zendesk, Salesforce, or Freshdesk to log, track, and resolve customer issues. Escalating complex concerns to the appropriate department while maintaining clear communication with the customer. Maintaining a positive, empathetic, and professional attitude toward customers at all times. Providing step-by-step guidance or troubleshooting to ensure customer needs are met. Collecting customer feedback and sharing insights with management to improve service delivery and customer experience. Achieving or exceeding KPIs such as First Response Time (FRT), Customer Satisfaction (CSAT), and Average Handle Time (AHT).

I have experience providing technical support in both hardware and software environments, assisting users with troubleshooting, diagnosing, and resolving technical issues. My responsibilities included: Diagnosing and resolving system, network, and application problems via phone, email, chat, or in-person. Providing Tier 1/Tier 2 support, escalating complex issues to higher-level engineers when needed. Using ticketing systems like Zendesk, ServiceNow, or Freshdesk to manage and track support requests. Supporting Windows, macOS, and mobile devices, along with commonly used applications (Microsoft Office, Google Workspace, etc.). Installing, configuring, and maintaining operating systems, printers, drivers, and hardware components. Creating technical documentation, user guides, and internal knowledge base articles. Providing support for remote users via VPN and remote desktop tools (e.g., TeamViewer, AnyDesk, RDP). Maintaining a high customer satisfaction rating by ensuring timely responses and effective communication.