Customer Service and Ecommerce SpecialistCustomer Service and Ecommerce Specialist

Key Achievements:

Managed B2B and B2C pre- and post-sales inquiries across multiple channels (email, chat, phone, social), ensuring fast, accurate, and empathetic responses. Monitored and responded to Trustpilot reviews and public feedback, improving brand reputation and customer trust. Led escalation handling, resolving complex issues by collaborating cross-functionally with Operations, Finance, Sales, and Fulfillment teams. Partnered with B2B accounts to drive reorders, secure payments, and negotiate payment terms, directly supporting revenue growth and retention. Prepared and issued invoices, tracked receivables, followed up on overdue accounts, and aligned with Finance on collections and reconciliations. Coordinated logistics and international shipments by arranging pickups, managing freight documentation, and ensuring on-time deliveries. Maintained accurate order and inventory data across platforms (Shopify, NetSuite, Inventory Planner) to avoid stock-outs and shipment delays. Created and refined customer service SOPs, macros, and templates to standardize responses, reduce handling time, and improve efficiency. Analyzed customer feedback to identify recurring pain points, shared actionable insights with Product and Marketing, and recommended process improvements. Supported the Sales team with order management, promotional launches, and B2B account onboarding to ensure smooth end-to-end customer journeys.

Key Achievements:

Respond to customer inquiries via email, phone, and chat with professionalism and warmth. Provide guidance on available workshops, booking procedures, and answer general queries. Manage class rebookings and cancellations, assisting customers in finding alternative dates that meet their needs. Follow up with customers to ensure they have all necessary details and reminders for upcoming bookings. Implement strategies to retain customers by addressing concerns, offering alternatives, and providing additional support where possible. Gather customer feedback to identify potential areas of improvement in our services. Process refund and replacement requests within policy guidelines, ensuring a seamless experience. Analyze cases to determine if proactive customer retention options can be applied before issuing refunds or replacements. Respond promptly and effectively to chargeback cases by gathering necessary documentation and evidence. Communicate with customers to resolve disputes amicably and prevent escalations when possible. Maintain a detailed and accurate log of customer interactions and resolutions. Consistently strive to meet and exceed service level agreements (SLAs) and Key Performance Indicators (KPIs) to improve customer satisfaction.

Key Achievements:

Provided email and chat support for Valve’s gaming ecosystem, assisting players with Steam account issues, game purchases, refunds, updates, and technical troubleshooting. Handled concerns related to Steam Wallet, in-game purchases, trading, VAC bans, and marketplace disputes while following strict security and verification protocols. Researched gameplay and platform-related issues to deliver accurate, player-friendly solutions and ensure a smooth gaming experience. Escalated complex technical or account-related problems to specialized teams while maintaining clear communication with the customer. Collaborated with teammates to update macros, improve workflows, and enhance support documentation for gaming-related tickets. Maintained high-quality scores by balancing empathy, accuracy, and policy adherence—ensuring player satisfaction and reduced recontacts. Supported continuous improvement of customer service processes by identifying recurring pain points and providing actionable insights.

Key Achievements:

Developing materials, such as digital presentations, how-to manuals, and instructional videos. Preparing procedures and policies regarding sales techniques and appropriate agent conduct. Scheduling and conducting training sessions on various call center topics to prepare and support new employees. Training experienced employees on new or updated call center procedures to improve their performance. Observing the daily operations of call center employees and identifying any areas of improvement. Liaising with team leaders and managers to conduct on-the-job coaching. Measuring the effectiveness of training sessions and preparing individual or team progress reports. Creating and managing the training budget. Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.

Key Achievements:

Confidently answer contacts, through multiple channels (i.e. Phone, Email, Chat), from customers our company’s products and services. Proactively guide and address customer questions regarding but not limited to; PayPal Products, Resolution Center, Purchase Protection, Seller Protection, Claims Management Processes, Chargebacks, Policy, Procedures and complete Issue Resolution. Champion the customer’s issues and work on their behalf to achieve resolution to queries real time using customer information, appropriate technology and the appropriate policies/procedures. Adhere to guidelines for account confidentiality and maintain the privacy and security of all PayPal customers. Take a dynamic approach with customers, investigate inquiries, use appropriate tools and technology to reach a complete and accurate resolution preventing customer recontacts. Proactively use customer information to educate, negotiate, and reposition available options. Recommend alternatives to achieve mutually beneficial outcomes and to deepen the customers’ understanding of our PayPal Protections Policies. Balance the needs of the customer and business while driving loyalty and long-term value Escalate customer contacts as necessary. Forward customer feedback regarding feature requests, product gaps, policy and/or process pain points.