Customer Support Professional | Problem Solver | Customer Advocate
-
0 sales
- 29 views
- Save
0 /5.0
User reviewDedicated and empathetic Customer Support Specialist with 5+ years of experience delivering exceptional service across phone, email, chat, and social media channels. Proven track record of resolving complex issues quickly, improving customer satisfaction (CSAT), and boosting retention rates. Skilled in CRM platforms like Zendesk, Salesforce, and Freshdesk. Strong communicator with a calm, solution-focused approach under pressure. Passionate about turning frustrated customers into loyal brand advocates.
Frequently asked questions
What previous experience do you have in customer support?
I’ve worked in customer support for 4 years, primarily in commerce, tech, telecom. In my last role at Speedy Tech Ghana Ltd, I handled both inbound and outbound support, responding to customer inquiries via email, phone, and live chat. I became known for resolving issues quickly and maintaining high customer satisfaction ratings.
How do you handle difficult or irate customers?
I stay calm, listen actively, and let the customer vent without interrupting. I empathize with their frustration, then focus on finding a solution. My goal is to de-escalate the situation by making the customer feel heard and valued. If needed, I’ll involve a supervisor or escalate appropriately.
What customer service tools or CRM systems are you familiar with?
I’ve used tools like Zendesk, Freshdesk, and Salesforce Service Cloud. I’m also familiar with using live chat platforms such as Intercom and Slack for internal communication. I pick up new systems quickly and adapt easily to different workflows.
Can you describe a time when you turned a negative customer experience into a positive one?
A customer once contacted us upset about a delayed order. I apologized, explained the reason for the delay, and expedited the shipping at no extra cost. I followed up with a discount code for their next purchase. They responded positively and even left a 5-star review mentioning my name.
What’s your approach to managing multiple support tickets or chats at once?
I prioritize based on urgency and SLA policies. I use tagging and internal notes to keep everything organized. Staying calm, focused, and efficient helps me manage multiple conversations without sacrificing the quality of support.
How do you ensure accuracy and attention to detail when helping customers?
I double-check information before sending it and use knowledge bases to ensure consistency. I also take notes during interactions and confirm details with the customer to avoid misunderstandings.
What’s your typing speed and written communication style like?
My typing speed is around 300WPM, and my communication style is clear, professional, and empathetic. I tailor my tone to match the customer’s situation—friendly when appropriate, but always respectful and solution-focused.
Are you comfortable working with KPIs like CSAT, response time, and resolution rate?
Yes. In fact, I track my performance regularly to improve. At my last job, I maintained a CSAT score above 90% and consistently hit resolution targets. I take feedback seriously and aim to deliver support that improves the customer experience and team performance.
Do you prefer working independently or as part of a team?
I enjoy both. I’m self-motivated and can work independently, but I also thrive in a team environment where we share knowledge and help each other succeed.
What steps do you take when you don’t know how to solve a customer’s problem?
I first consult the company knowledge base or FAQs. If that doesn’t help, I reach out to a supervisor or more experienced team member. I never guess—I make sure the customer gets the right information, even if it means taking a bit more time.
What languages do you speak?
I speak English, French and Dutch. This helps me support a broader customer base and communicate effectively with non-English-speaking customers.
Are you open to working night shifts, weekends, or holidays?
Yes, I understand that customer support is often a 24/7 operation, and I’m open to flexible scheduling based on the company’s needs.
How do you stay calm and empathetic under pressure?
I take a deep breath, remind myself not to take things personally, and focus on helping. I’ve learned to separate emotion from action and always treat customers with respect, no matter the situation.
Do you have experience with remote support or working from home?
Yes, I’ve worked remotely and am comfortable using tools like Zoom, Slack, and remote ticketing systems. I maintain a quiet workspace and self-manage my time effectively.
Why are you interested in customer support specifically?
I genuinely enjoy helping people. Solving problems and making a customer’s day better gives me a sense of accomplishment. I also like the fast-paced nature of support roles and the opportunity to continuously learn.