I am a Customer Service Agent with an experience of more than 5 years.
Experience
Influx
Oct 2017 – Present
Australia
Customer Service Agent
Company's Website: https://influx.com/
During my first and second years, I was able to handle almost 10 clients with various products, services, and different helpdesks as well. I'm currently handling one of Influx's biggest clients as a Dedicated CSR in a SaaS company.
My responsibilities are:
- Zeroing inbox at the end of my shift.
- Providing high‑quality responses in every ticket.
- Following the client's policy while maintaining the customers' satisfaction rate.
- Maintaining a customer account information database (incl. canceling and updating customer accounts.)
- Determining the cause of the problem thoroughly.
- Selecting and explaining the best solution to solve the problem.
- Expediting correction or adjustment and following up to ensure resolution.
- Escalating tickets to Tier 2 (client) by following their procedures.
Skills: Email · Product Knowledge · Problem Solving · Time Management · Zendesk · Software as a Service (SaaS) · Microsoft Office
