Virtual Assistant: Customer Support Specialist Chika Olayoole
With over 13+ years as a Customer Support Specialist & Virtual Assistant, I bring a proven track record of transforming customer interactions into memorable experiences. Specializing in customer support, onboarding, and product expertise, I excel at resolving inquiries promptly, streamlining support processes, and contributing to impactful product improvements. My approach is rooted in professionalism and a vibrant enthusiasm that builds trust, fosters loyalty, and leaves customers feeling valued at every step. Whether it’s refining workflows or ensuring seamless onboarding, I’m here to elevate your customer journey and help your business stand out with service that truly delights.
What's included
Inbox Management
Provide full inbox support management, making sure that your inbox has quick response time and turnover from customer inquiries.
Schedule Management
Provide seamless schedule management by organizing and coordinating your calendar, booking appointments, sending reminders, and preventing conflicts. I’ll keep you on track, optimize your time, and help you focus on what matters most.
Escalation Management
Provide comprehensive escalation management support, ensuring that all customer issues requiring higher-level attention are handled with efficiency, professionalism, and resolution-focused strategies. The goal is to resolve escalations quickly while maintaining customer satisfaction and protecting your brand reputation.
Social Media Customer Support
Provide responsive and professional customer support across social media platforms, ensuring timely handling of inquiries, comments, and direct messages.
Customer Training and Onboarding
I will train new users through the onboarding process, explaining product features, and ensuring a smooth transition to full product utilization.
Customer Feedback Analysis
I will analyze customer feedback and trends to identify pain points, gather feature requests, and provide valuable insights to inform product development and improvement initiatives.
Comprehensive Customer Support
I will provide timely and effective assistance to customers via various channels (email, chat, phone) to resolve inquiries, troubleshoot issues, and ensure customer satisfaction.
FAQs
I have extensive experience with help desk platforms such as HubSpot, BPMs, and Finacle. One of the qualities my clients value most is my adaptability and willingness to learn new tools to meet their unique needs. While I may not know every tool out there, I am always eager to familiarize myself with your systems and ensure I deliver exceptional results using them.
I ensure a smooth transition for your customers by following a structured and proactive approach:
Comprehensive Onboarding: I begin by thoroughly understanding your business, customer base, and existing support processes.
Collaborative Knowledge Transfer: I work closely with your team to gain insights into customer expectations, recurring issues, and preferred solutions.
Customized Communication: I maintain your brand's tone and voice in all interactions, ensuring customers experience a seamless continuation of service.
Open Feedback Channels: I encourage feedback from both customers and your team during the transition to quickly address any concerns or gaps.
Performance Monitoring: I track customer satisfaction metrics, such as response times and resolution rates, to ensure service levels meet or exceed expectations during the transition period.
Before beginning, I start by requesting your Standard Operating Procedures (SOPs) or any existing documentation outlining your workflows, policies, and guidelines. This helps me understand your processes and maintain consistency.
Additionally, I’ll need:
- Access to Tools and Platforms: Credentials for email platforms, help desk systems, CRMs, or any other tools used for managing customer interactions.
- Customer Communication Guidelines: Information about your brand’s tone, voice, and messaging style to ensure seamless communication.
- Escalation Processes: Details on how and when to escalate specific issues, including points of contact for escalations.
- Customer Information: Access to customer profiles, FAQs, or knowledge bases to quickly address inquiries.
- Service Level Agreements (SLAs): Any timelines or expectations for response and resolution times.
- Templates or Scripts: Pre-approved responses or templates for common inquiries.
Example work
Chika's other services
Starting at$15 /hr
Tags
Folk
Google Sheets
HootSuite
HubSpot
MailChimp
Customer Success Manager
Customer Support Representative
Virtual Assistant
Service provided by
Chika Olayoole Lagos, Nigeria
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- Rating
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- Followers
Virtual Assistant: Customer Support Specialist Chika Olayoole
Starting at$15 /hr
Tags
Folk
Google Sheets
HootSuite
HubSpot
MailChimp
Customer Success Manager
Customer Support Representative
Virtual Assistant
With over 13+ years as a Customer Support Specialist & Virtual Assistant, I bring a proven track record of transforming customer interactions into memorable experiences. Specializing in customer support, onboarding, and product expertise, I excel at resolving inquiries promptly, streamlining support processes, and contributing to impactful product improvements. My approach is rooted in professionalism and a vibrant enthusiasm that builds trust, fosters loyalty, and leaves customers feeling valued at every step. Whether it’s refining workflows or ensuring seamless onboarding, I’m here to elevate your customer journey and help your business stand out with service that truly delights.
What's included
Inbox Management
Provide full inbox support management, making sure that your inbox has quick response time and turnover from customer inquiries.
Schedule Management
Provide seamless schedule management by organizing and coordinating your calendar, booking appointments, sending reminders, and preventing conflicts. I’ll keep you on track, optimize your time, and help you focus on what matters most.
Escalation Management
Provide comprehensive escalation management support, ensuring that all customer issues requiring higher-level attention are handled with efficiency, professionalism, and resolution-focused strategies. The goal is to resolve escalations quickly while maintaining customer satisfaction and protecting your brand reputation.
Social Media Customer Support
Provide responsive and professional customer support across social media platforms, ensuring timely handling of inquiries, comments, and direct messages.
Customer Training and Onboarding
I will train new users through the onboarding process, explaining product features, and ensuring a smooth transition to full product utilization.
Customer Feedback Analysis
I will analyze customer feedback and trends to identify pain points, gather feature requests, and provide valuable insights to inform product development and improvement initiatives.
Comprehensive Customer Support
I will provide timely and effective assistance to customers via various channels (email, chat, phone) to resolve inquiries, troubleshoot issues, and ensure customer satisfaction.
FAQs
I have extensive experience with help desk platforms such as HubSpot, BPMs, and Finacle. One of the qualities my clients value most is my adaptability and willingness to learn new tools to meet their unique needs. While I may not know every tool out there, I am always eager to familiarize myself with your systems and ensure I deliver exceptional results using them.
I ensure a smooth transition for your customers by following a structured and proactive approach:
Comprehensive Onboarding: I begin by thoroughly understanding your business, customer base, and existing support processes.
Collaborative Knowledge Transfer: I work closely with your team to gain insights into customer expectations, recurring issues, and preferred solutions.
Customized Communication: I maintain your brand's tone and voice in all interactions, ensuring customers experience a seamless continuation of service.
Open Feedback Channels: I encourage feedback from both customers and your team during the transition to quickly address any concerns or gaps.
Performance Monitoring: I track customer satisfaction metrics, such as response times and resolution rates, to ensure service levels meet or exceed expectations during the transition period.
Before beginning, I start by requesting your Standard Operating Procedures (SOPs) or any existing documentation outlining your workflows, policies, and guidelines. This helps me understand your processes and maintain consistency.
Additionally, I’ll need:
- Access to Tools and Platforms: Credentials for email platforms, help desk systems, CRMs, or any other tools used for managing customer interactions.
- Customer Communication Guidelines: Information about your brand’s tone, voice, and messaging style to ensure seamless communication.
- Escalation Processes: Details on how and when to escalate specific issues, including points of contact for escalations.
- Customer Information: Access to customer profiles, FAQs, or knowledge bases to quickly address inquiries.
- Service Level Agreements (SLAs): Any timelines or expectations for response and resolution times.
- Templates or Scripts: Pre-approved responses or templates for common inquiries.
Example work
Chika's other services
$15 /hr