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Experience level:
3-5 years
Education level:
Vocational secondary
Languages:
Russian: Native
English: B1
Experienced Client Support Specialist at Ozon Service, with a strong track record in conflict resolution and proficiency in CRM systems. Enhanced customer satisfaction through effective problem-solving and empathetic communication. Recognized for reducing company losses by rejecting unfounded return requests, while fostering strong client relationships and delivering exceptional service. Have a large experience in remote work.
Remote work. Utilized CRM systems effectively to track customer interactions, access relevant account information quickly when needed.
Working with tasks in JIRA.
Analysis of requests for product returns. Payment of compensation, detection of fraud on the part of the client or seller.
Processing requests for product returns, resolving conflicts between customers and sellers on the marketplace.
Reducing company losses by rejecting unfounded demands for the return of goods/money.
Provided timely assistance to customers via email and chat channels, ensuring a high level of professionalism at all times.
Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
Developed strong relationships with clients, resulting in repeat business and positive feedback.
Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Resolved customer complaints with empathy and patience, restoring client confidence in company.
Remote work. Processing and editing orders, consulting clients on tariffs
Enhanced client satisfaction by addressing concerns and providing timely solutions.
Followed through with client requests to resolve problems.
Remote work. Working with leads in CRM, analyzing customer information in order to offer the most suitable products.
Delivered exceptional customer service, establishing trust and fostering open communication channels with clients.
Sending offers to customers via chat, SMS and email. Consultation on discounts and promotions.
Successful Сustomer Retention, objection handling, identifying client needs and further successful sale of services.
Payment processing.
Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Performed duties and provided service in accordance with established operating procedures and company policies.
Organized daily workflow and assessed appropriate staffing to provide optimal service.
Maintained client files with sales contracts, records of client interactions, client notes, and other information.
Supported sales efforts by creating compelling presentations highlighting the unique value proposition offered to potential clients.
Trained new employees on company policies, procedures, and best practices, ensuring seamless integration into the team dynamic.
Prepared sales presentations for clients showing success and credibility of products.
Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
– CRM Software – Problem Solving – Computer Skills – Adaptability – Communication Skills – Customer Service – Handling claims – Consulting clients – Concluding contracts – PC user – Conducting presentations – Customer focus – Result orientation – High printing speed – Working with large amounts of information – Business correspondence – Payments / Translations – User technical support – Conflict resolution – Task execution control – Data analysis – Learning skills – Attentiveness – Teamwork – Literary translation – Written translation – Video editing – Handling customer complaints – Atlassian JIRA – Interaction with courier services