Работал в 1 компании 1 год 5 месяцев
Транспорт и Логистика
Customer support specialist
Название компании скрыто
Транспорт и Логистика
1 год 5 месяцев
08.2024 - по настоящее время
- Customer Support and Quality Assurance Specialist with international experience in a fully English-speaking environment. Skilled in managing large volumes of data, resolving complex and disputed cases, and ensuring a high level of customer satisfaction. Proficient in Salesforce CRM and experienced in collaborating with cross-functional teams.
- Known for reliability, empathy, and analytical thinking, with a strong focus on process optimization and service excellence.
- WORK EXPERIENCE Mplus Georgia Company — Customer Support Specialist & Quality Assurance Agent August 2024 – Present • Provide multilingual customer support via inbound calls and written case handling for the Ukrainian-speaking market within an international English-speaking team. • Manage high volumes of data and customer requests, maintaining accuracy and efficiency under pressure. • Handle complex cases involving refunds, vouchers, rebookings, and cancellations while ensuring compliance with company policies. • Resolve disputed and escalated cases by identifying root causes and providing fair, customer-oriented solutions. • Collaborate with internal departments (Payments, Special Passenger Rights, Helpdesk, Lost & Found Luggage) to ensure timely case resolution. • Conduct quality audits of calls and written communications, ensuring consistency with company standards. • Mentor and guide new agents through onboarding, system navigation, and case handling best practices. • Contribute to workflow improvements, knowledge base updates, and process optimization initiatives. EDUCATION Kramatorsk Vocational College of Technology and Design Fashion Design | 1998–2001 SKILLS Customer Support · Quality Assurance · Salesforce CRM · Case Management · Data Handling · Conflict Resolution · Inbound Call Handling · Refund & Voucher Processing · Mentoring & Training · Problem Solving · Attention to Detail · Multitasking · Process Improvement · Communication LANGUAGES English — Intermediate (B1–B2) Ukrainian — Native Russian — Nativ
Ключевая информация
- Володіння англійською мовою
- Вміння працювати з великими обсягами інформації
- Customer Support
- Quality Assurance
- Salesforce CRM
- Case Management
- Data Handling
- Conflict Resolution
- Inbound Call Handling
- Refund & Voucher Processing
- Mentoring & Training
- Problem Solving
- Attention to Detail
- Multitasking
- Process Improvement
- Communication
Владеет языками
Английский
средний
Может проходить собеседование на этом языке
Может проходить собеседование на этом языке
Грузинский
базовый
Русский
свободно
Может проходить собеседование на этом языке
Может проходить собеседование на этом языке
Украинский
родной
Может проходить собеседование на этом языке
Может проходить собеседование на этом языке
Анонимный соискатель
Customer support specialist
Киев
Активно ищет работу
полная занятость, неполная занятость, проектная работа
Характер работы: стажировка / практика, удаленная работа, посменная работа
Обновлено 1 неделю назад