日本と海外をつなぐクラウドソーシング

Open Access Marketing

Email Support Representative

2015/10～ 2016/06

Open Access Marketing
Email Support Representative
6780 Jaka Building, Makati City

Work Description:

Email applicants with solutions in their issues in their application as a driver. Provide long term solution and not just a band aid solution. Provide excellent customer service and answer all questions in one email.

Always update knowledge base as per management. Provide clear and concise solution to all the issues that the applicant may have.

Escalate to the correct department all concerns not related to my scope of work.

Have to meet all the metrics set by the management like QA, attendance, AHT and productivity set by the management. Adhere to schedules set by management.

As Subject Matter Expert, I was given the chance to mold the minds and skills of the new hires. Provided all the knowledge they need about the account. I was strict about their attendance and progress.

As Quality Analyst, I audit 5-10 emails per agent and coach them if needed. Provide report for the week as per QA Manager request.