Favour B. - Customer Support Representative/ Cold Caller / Appointment Setter

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Customer Support Representative/ Cold Caller / Appointment Setter

Resolved customer complaints by identifying issues, troubleshooting, and providing effective solutions, resulting in a 95% customer satisfaction rate. Maintained accurate customer records and interaction notes using CRM systems. Documented customer interactions, maintaining detailed records to track issues, follow-up, and feedback. Conducted 100 outbound cold calls daily to prospective customers and clients, consistently meeting or exceeding daily and weekly KPI targets. Assisted in managing returns, refunds, and exchanges efficiently, ensuring compliance with company policies. Delivered excellent customer service to a diverse customer base, handling 100+ inquiries per day through phone calls, email, and live chat. Improved customer satisfaction by handling sensitive situations with patience and professionalism. Collaborated with the technical support team to resolve complex issues and escalate as needed to ensure timely resolution. Executed multi-channel follow-up campaigns via phone, email, and SMS to re-engage cold and warm leads Led and supervised customer service operations, ensuring timely, professional, and effective resolution of customer inquiries and concerns. Monitored team performance, provided coaching and guidance, and supported staff in achieving customer service targets and operational goals. Managed customer escalations and complex complaints while maintaining high standards of customer satisfaction and service quality via live chat, phone calls & emails. Coordinated daily business operations to ensure smooth workflow, efficient processes, and consistent service delivery. Collaborated with internal teams to resolve customer-related issues and improve overall operational efficiency. Trained and onboarded team members on customer service procedures, communication standards, and operational processes. Prepared reports and performance updates, providing insights to support informed business and operational decisions.

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Hire Favour for: VA for SaaS, VA for E-commerce, VA for Retail