Customer Support RepresentativeSalma Cayabyab
As a Customer Support Specialist, I offer fast, friendly, and efficient service through chat, email, and other platforms, resolving inquiries, managing accounts, and ensuring customer satisfaction.
I handle complex tasks such as KYC verifications, dispute resolution, and troubleshooting, always with a focus on compliance and user experience.
What makes me unique is my deep understanding of sportsbook, eSports, and casino markets, allowing me to provide personalized, knowledgeable support while maintaining high engagement and customer loyalty.
What's included
Detailed Customer Support Report
- A comprehensive report detailing customer interactions, common queries, and key resolutions.
- Metrics on response times, customer satisfaction, and resolution rates.
- Insights on areas for improvement in customer workflows, including suggestions to enhance service quality and customer experience.
Optimized Knowledge Base and FAQs
- Updated and streamlined FAQs or knowledge base documentation based on recurring customer issues.
- Suggestions for new content or improvements based on gaps identified during customer interactions.
- Clear, easy-to-follow guides for users, covering everything from account management to navigating betting markets and promotions.
Account Verification and Compliance Report
- A report summarizing all completed KYC (Know Your Customer) verifications.
- Documentation of flagged accounts or potential fraud cases, with recommendations for action.
- A compliance summary ensuring all accounts adhere to regulatory requirements.
Customer Feedback and Improvement Plan
- Collated feedback from customers based on their interactions, including pain points and positive experiences.
- A plan outlining process improvements, training opportunities for the support team, and strategies to reduce response times and increase customer satisfaction.
Customer Issue Resolution Tracker
- A tracker detailing all issues resolved during the project, including timestamps, the nature of the issues, and the resolution steps taken.
- Categorization of issues by type (e.g., account-related, betting discrepancies, technical issues), helping to identify trends and areas for process improvement.
Training Documentation and Best Practices
A training guide or documentation outlining best practices for handling specific customer issues, including KYC, promotions, and betting market inquiries.
Step-by-step workflows for future support staff to ensure consistency and quality in customer interactions.
Salma's other services
Starting at$15 /hr
Tags
Intercom
Jira
Notion
Zendesk
Community Manager
Customer Success Manager
Customer Support Representative
Service provided by
Salma Cayabyab Manila, Philippines
Customer Support RepresentativeSalma Cayabyab
Starting at$15 /hr
Tags
Intercom
Jira
Notion
Zendesk
Community Manager
Customer Success Manager
Customer Support Representative
As a Customer Support Specialist, I offer fast, friendly, and efficient service through chat, email, and other platforms, resolving inquiries, managing accounts, and ensuring customer satisfaction.
I handle complex tasks such as KYC verifications, dispute resolution, and troubleshooting, always with a focus on compliance and user experience.
What makes me unique is my deep understanding of sportsbook, eSports, and casino markets, allowing me to provide personalized, knowledgeable support while maintaining high engagement and customer loyalty.
What's included
Detailed Customer Support Report
- A comprehensive report detailing customer interactions, common queries, and key resolutions.
- Metrics on response times, customer satisfaction, and resolution rates.
- Insights on areas for improvement in customer workflows, including suggestions to enhance service quality and customer experience.
Optimized Knowledge Base and FAQs
- Updated and streamlined FAQs or knowledge base documentation based on recurring customer issues.
- Suggestions for new content or improvements based on gaps identified during customer interactions.
- Clear, easy-to-follow guides for users, covering everything from account management to navigating betting markets and promotions.
Account Verification and Compliance Report
- A report summarizing all completed KYC (Know Your Customer) verifications.
- Documentation of flagged accounts or potential fraud cases, with recommendations for action.
- A compliance summary ensuring all accounts adhere to regulatory requirements.
Customer Feedback and Improvement Plan
- Collated feedback from customers based on their interactions, including pain points and positive experiences.
- A plan outlining process improvements, training opportunities for the support team, and strategies to reduce response times and increase customer satisfaction.
Customer Issue Resolution Tracker
- A tracker detailing all issues resolved during the project, including timestamps, the nature of the issues, and the resolution steps taken.
- Categorization of issues by type (e.g., account-related, betting discrepancies, technical issues), helping to identify trends and areas for process improvement.
Training Documentation and Best Practices
A training guide or documentation outlining best practices for handling specific customer issues, including KYC, promotions, and betting market inquiries.
Step-by-step workflows for future support staff to ensure consistency and quality in customer interactions.
Salma's other services
$15 /hr