Unlock Customer Satisfaction with Tailored Support Solutions

Zeeshan Ahmad

(0)

Starting at

$

10

/hr

About this service

Summary

I offer expert customer support services tailored to e-commerce and logistics, focusing on resolving order issues, managing returns, and addressing shipping delays with efficiency. What sets me apart is my comprehensive experience in both fields, combined with a commitment to delivering empathetic and solutions-driven support that enhances customer satisfaction and streamlines operations.

Process

Issue Identification
Initial Response
Diagnosis and Investigation
Solution Implementation
Follow-Up

FAQs

  • How do you handle high volumes of customer inquiries?

    I use efficient ticket management systems and prioritize inquiries based on urgency and impact. I ensure timely and effective responses.

  • What strategies do you use to improve customer satisfaction?

    I focus on active listening, personalized responses, and proactive problem-solving. Regularly reviewing feedback and adjusting approaches based on customer needs helps enhance satisfaction and retention.

  • How do you manage and resolve complex customer issues?

    I analyze the root cause of the problem, collaborate with relevant teams if necessary, and communicate clearly with the customer throughout the resolution process. Ensuring thorough follow-up and documentation helps prevent recurrence.

What's included

  • Phone Support

    Update Call Scripts: Review and revise call scripts for clarity and effectiveness. Monitor Call Times: Track average call durations to identify areas for improvement. Handle Call Logs: Maintain and organize records of incoming and outgoing calls. Review Feedback: Analyze customer feedback from phone interactions to identify common issues. Train New Agents: Conduct basic training sessions for new phone support representatives.

  • Chat Support

    Update Chat Templates: Revise and improve pre-written responses for common inquiries. Monitor Chat Metrics: Track key metrics like response time and resolution rate. Organize Chat Logs: Maintain and categorize chat history for easy reference. Review Chat Feedback: Analyze customer feedback from chat interactions to identify trends. Assist with Onboarding: Provide basic training for new chat support agents on chat tools and procedures.

  • Email Support

    Update Email Templates: Revise and refine standard response templates for common queries. Monitor Response Times: Track and analyze average response times to ensure timely replies. Organize Email Inbox: Categorize and prioritize emails for efficient handling. Review Email Feedback: Analyze customer feedback from email interactions to identify areas for improvement. Assist with Onboarding: Provide basic training for new email support agents on email management tools and best practices.

  • Issues Resolutions

    1. Order Status Inquiries 2. Product Returns and Exchanges 3. Order Errors (e.g., wrong item or size) 4. Payment Issues 5. Account Access Problems 6. Shipping Delays 7. Product Availability 8. Incorrect Deliveries 9. Lost Shipments 10. Damaged Goods 11. Tracking Issues 12. Logistics Coordination Problems

Skills and tools

Customer Success Manager
Customer Support Representative
Community Manager
ClickUp
Dialpad
Slack
Zendesk
Zoho CRM

Industries

Call Center
Transportation
E-Commerce

Work with me