Customer Support Representative

Resolved over 85% of customer inquiries within the first interaction, ensuring a smooth customer experience. Assisted in onboarding over 300 employees, ensuring a seamless transition and compliance with company processes. Collated and updated pension information for over 300 staff and responded to employee enquiries about their pension, HMO, and other employee benefits. Assisted with the recruitment of new staff, including vetting CVs and scheduling interviews, and maintained candidate documentation. Used CRM tools (Freshdesk) to manage customer queries, reducing ticket backlog by 30%. Maintained and updated 300+ customer data records, improving service accuracy and response time.

Managed over 50+ client interactions weekly, ensuring timely responses and resolutions. Communicated with clients via email and phone as well as through communication channels on Slack. Managed administrative tasks, including filing and organizing documents using the spreadsheet software, Google Sheets. Coordinated and scheduled appointments for team members via the Google calendar app. Assisted with the creation of sales reports and handled presentations using presentation software like Microsoft PowerPoint. Scheduled and coordinated 80+ client appointments, increasing service efficiency by 40%. Assisted in customer engagement efforts, improving customer satisfaction scores by 25%.

Handled 100+ customer queries monthly via social media, email, and live chat, improving response time by 35%. Increased social media engagement by 60%, leading to higher customer interaction and retention. Created SEO-optimized content, driving a 30% increase in organic traffic and customer inquiries.