Past Experiences

I used to work as a Customer Service Representative for a UK Retail Account (ASOS or As Seen On Screen). It's a non-voice and an e-commerce account, where I helped out customers with their queries thru e-mail and live-chat support. Below is the list of duties that I do as customer support.

• Provide an update about what's the status of the order of the customers by tracking their parcel. (Give heads up if there are delays that affect the delivery of their parcel).

• Send an e-mail to the third-party courier if it already breaches the delivery date and has no update for the whereabouts of their orders.

• Assist our customers with the trouble that they're experiencing when they received the parcel such as missing an item, an incorrect item, or even a faulty item.

• Help out customers to create a returns label for the item(s) that they want to return and track their returned parcel.

• Provide a heads up to the customers about the latest promo codes that they can use upon making an order. 

• Guide student customers on how they'll redeem their student discount code by providing the necessary requirements and where do they need to submit it.

As a former Tech Support Agent at one of the largest telecommunication providers in Australia (Telstra). I assisted our customers with regards to their issues on their landline services thru phone calls. Below are the job responsibilities that I used to perform as tech support.

• To identify and understand the difficulty that the customers encountering with their phone services by asking different probing questions.

• Help out customers on how they will troubleshoot their phone line.

• Test the line of the service and book a technician, advise the ETR ( Estimated Time of Restoration) or appointment schedule of the customer if applicable.

• Do a recap about the things that I've done in our phone call just to make sure that everything has been covered and ask the customer if any help is needed for their other concern.