Anonymous

Skills

Time management
Administrative experience
Computer literacy
Data entry
Microsoft Excel
Computer skills
Multilingual
Phone etiquette
Microsoft Office
Communication skills
Customer service
Microsoft Outlook
Organisational skills
English
Call Center
Customer Support

About

As a Customer Service Officer, specialising in telephone and written complaints handing for 10+ years, I have confidentiality developed a good level of administrative skills, including a high level of attention to detail, essential to ensure complaints are handled correctly and in a timely manner ensuring the customer receives the best support and experience and a resolution is reached. This involved logging complaints accurately on a central database system and being held accountable for completing and verifying the work, ensuring no unresolved problems for the customer. This was evident from my quality checks each month being 100% accurate.
Additionally, I have over 30 years of experience providing customer service, face-to-face, phone, and written letter. I am confident in dealing with difficult conversations by phone, email and letter. I supported customers facing financial hardship by assessing their income and expenditure in order to reduce their outgoings. This allowed them to reduce the overdraft on the account each month, which resulted in less overdraft interest being charged. This in return offered the customer confidence in their finances.
I am adept at providing knowledge and support to new trainees to ensure they represent and uphold the company's values and are equipped with the right level of knowledge and behaviours to be successful in their position. My experience has taught me how to remain calm and patient during stressful situations, for example, when a customer is abusive and angry - I have learnt to stay composed and methodical in my thought process to come to the best outcome for the customer, all whilst displaying empathy towards them.
I am competent in the use of administrative software and have the capacity to operate Microsoft applications to a high standard. For example, managing emails, calendars, teams, note-taking and be able to analyse trends in customer behaviours to raise with managers areas of concern for preventative measures. I am quick to learn new IT systems and processes as proven in my roles. I am able to multitask as this has been a requirement while dealing with customers and handling software at the same time. I was responsible for coordinating daily team meetings with my colleagues to discuss any issues that needed addressing, for example, customer trends, level of complaints to be able to improve the customer experience. I took on this responsibility on top of my regular duties, which also shows my work ethic and the pride I take in my work. As the lead of these meetings, I needed to get everyone involved and to communicate their ideas for resolving the problems mentioned. I found that working as a team boosted productivity, morale and increased the knowledge we had as everyday we learnt something new.
I am very motivated and will always work to achieve my goals personally and as a team. My personal development is an example of this; I have been shadowing another Team Leader within customer services to increase my knowledge of different types of managerial skills and to acknowledge the different priorities across customer services. In addition, I have the ability to make decisions in high-pressure situations. One instance where I proved this was when I stepped up to oversee the telephony complaints team. On that particular day, we expected 10 staff, yet only 6 arrived. We have 'Service Level Agreements' which our telephony team must aim to meet, which I knew from the outset could not be achieved due to the lack of staff present. I was aware that by logging on the phone lines myself, I could at the very least mitigate the risk to the business, so I did just that. The decision resulted in a less detrimental effect on the overall team's performance for that day.