Customer Support Representative

Proactively Engaging with Clients: Initiating regular communication with ground transportation clients to ensure their needs are met and addressing any concerns promptly. Providing Personalized Support: Offering tailored assistance to clients, addressing their individual inquiries, and providing solutions that align with their specific requirements. Resolving Issues Effectively: Handling client complaints and challenges with empathy and efficiency, striving to achieve satisfactory resolutions and maintain positive relationships. Continuously monitoring client metrics and analyzing data to identify trends, opportunities for improvement, and areas for additional support, driving ongoing client success and value optimization. Identifying and pursuing opportunities to upsell additional services or features to existing clients, contributing to revenue growth and enhanced client satisfaction.

Provided quality customer service by responding to customer inquiries and complaints by phone, email, or chat in real time. Demonstrated a clear understanding of customer needs and offered quick and effective solutions to resolve their issues. Handled customer reservations, efficiently managing changes, cancellations, and refunds as required. Tracked all cases diligently, ensuring they were resolved successfully to the satisfaction of the customers. Assisted with technical support, qualifying issues, conducting initial investigations, and attempting to resolve problems to the best of my abilities.

Prepared detailed marketing forecasts and community building strategy on a weekly, monthly, and quarterly basis for NFT projects like Aotuverse and Prajna Gate. Strategized and implemented community growth hacking and engagement tactics on all social media channels. Analyzed performance of all marketing programs to identify best opportunities for optimization. Managed new releases, created content calendar and planned posting frequency for maximum engagement. Monitored and assisted marketing team in creation of textual and visual content. Helped in boosting team and community engagement through goal-setting. Assisted product development in incorporating positive changes. Providing customer service support to the community on all social platforms.

Resolved customer queries and issues, utilized problem-solving and negotiation skills promptly over the phone and via email. Provided appropriate solutions and alternatives within specified time limits, ensuring resolution and achieving high levels of customer satisfaction. Inputted and tracked orders, returns, and pick-ups, and kept customers informed about updates to ensure their satisfaction. Processed customer orders, offering expert advice on the company's extensive products. Managed payments, handled invoice and statement queries, and escalated complex issues to the relevant team when necessary. Maximized sales opportunities by proactively identifying and seizing chances to upsell.