Dedicated and results-driven Customer Operations Specialist with a proven track record of enhancing customer satisfaction and optimizing operational efficiency. Adept at managing complex customer inquiries, resolving issues, and implementing streamlined processes. Possess strong analytical, communication, and problem-solving skills to deliver exceptional service and drive business growth.
University of Southeastern Philippines
Placing and amending orders using SAP, CRM Software and Google Workspace applications; coordinate with the other service partners in order-to-cash process, as required
Handling issues and provide appropriate solutions or alternatives within SLA, and follow-up with related parties to ensure resolution of the issues.
Monitoring open orders, review order status, and manage block order inquiries
Provided assistance to retailers via email or chat
Responsible for taking emails and chats to resolve retailer inquiries for POSIBLE device including SKU updates, maintenance service, troubleshooting and upgrading.
Provided online demonstrations to educate retailers on how to navigate their devices. Addressed customer service inquiries in a timely and accurate fashion.
Assisted retailer issues regarding the functionality and display of the device
Handled retailer requests for device repair. Process job order for tier 2 so the
technician will make a schedule to fix the device.
Managed end-to-end processing of customer complaints, feedback and compliments
Provided assistance to all customers entering the Service Reception area and assigning the Service Advisor who could assist them with their Service/Repair Request
Guided customers to the Service Reception queuing area for proper queuing process
Provided assistance to service customers while they are waiting to be called
Responsible for plotting the appointment of the customer in the Appointment Scheduling Board in accordance with the customer's request. Also determines the workshop capacity and technician availability to prevent workshop congestion and overloading.
Ensured sufficient number of slots and up-to-date schedule are readily available for customers.
To provide daily report for any customer back-outs at the end of the day.
In case of Repair customers, give special priority and assistance; inform the Service Reception Head
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Search the Internet for information on a wide variety of topics.
Promote companies' products and services by developing copy for websites, social media, marketing materials.
