Customer Service representativeCustomer Service representative

Key Achievements:

E-Commerce & Sunscreen Brand Support: Provide email, chat, and social media support for a direct-to-consumer sunscreen brand using Shopify and Gorgias. Order & Subscription Management: Process order changes, manage returns, issue refunds/gift cards, track international shipments, and handle subscription updates. Dispute & Escalation Handling: Resolve customer complaints, manage order escalations, and handle charge disputes quickly and professionally. Technical Troubleshooting: Guide customers through eSIM set up and technical issues using clear, edited screenshots. Fraud Prevention: Flag and cancel suspicious or fraudulent orders to protect company revenue. Reputation Management: Write professional replies to customer reviews on Trustpilot and social media. Retail Prospecting: Build lead lists of boutiques and surf shops to support wholesale sales outreach.

Key Achievements:

Customer Support & Dispatch: Answered incoming customer calls and dispatched drivers to vehicle locations efficiently. Ticket Management: Updated, tracked, and closed support tickets upon job completion. Dispute Resolution: Handled customer complaints and resolved conflict situations calmly and professionally. Vendor & Insurance Coordination: Managed GOA (Gone On Arrival) claims and communications with insurance companies and third-party vendors. Team Training: Onboarded and trained new customer service agents and dispatchers on company procedures.

Key Achievements:

Call Handling & Dispatch: Answered customer calls and dispatched drivers to job locations efficiently. Ticket Management: Tracked and closed support tickets once jobs were completed. GOA Case Management: Handled "Gone on Arrival" (GOA) cases with drivers and vendors. Customer Care & Dispute Resolution: Made courtesy follow-up calls and resolved minor customer disputes.