Customer Service/Social MediaCustomer Service/Social Media

Key Achievements:

COMPLAINTS SPECIALIST & CUSTOMER SERVICE MANAGER: Liaising with customers on a daily via phone, email and text. Assisting with customer queries regarding their mobile contracts. Assisting customers with technical queries regarding their mobile phones and escalating the matter to the network providers or manufacturers. Assisting with accounts and finance queries. Handling the Trustpilot page. Handling Social Media responses (Facebook, Instagram, Twitter, LinkedIn) ( Posts and DM's) Making sure customers' bills are sent out and that payments are made to them that are due. All reports, spreadsheets and documents done via Google Suites Handling all company complaints. Doing investigations and research for complaints, liaising with customer ad network providers to resolve customer complaints. Assisting customers with device information. Creating new & renewal mobile contracts for our customers, across some major networks in the UK. Assisting with bill runs for the accounts department. Managing the company's support and complaints email box. Making sure the customer package matches what was sold to them. QA for other customer service members and sales members. Assisting with recruitment for part-time staff members. Adding new customers to the CRM. Doing check-ins with the new customers. Updating the invoicing sheet and doing all cancellation invoices and emails, OFFICE MANAGER: Managing the duties around the office. Ensuring the office always has supplies, PC equipment, and any other needs of the staff . Mini managing the sales staff - Time keeping etc. Reporting to Managing Director. Ensuring the security cameras is running and the office is securely locked. Assisting the call center manager with recruitment & payroll. Sorted through the backlog of CVs of the various positions still open. Created a recruitment process that works efficiently on the day to day tasks. Created and update a interview spreadsheet to keep track of candidates thats been contacted and scheduled. Created questionnaires for the open job posts that is relevant to the position. Created an application process that helps to screen through CVs faster. Work efficiently on indeed. Shortlist through CVs on a daily basis. Answer and questions and messages from candidates in a timely manner. Conduct 6-7 interviews daily. Provide weekly feedback to candidates interviewed.