Motivated and customer-focused Customer Support Specialist with months of experience in the SMS industry. Proven track record of delivering customer service, resolving technical issues, and driving customer satisfaction. Skilled in advanced problem-solving, communication, and collaboration. Seeking a challenging role that utilizes my technical expertise and customer service skills to drive business growth.
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● Live Chat Support – End to End process
● Daily monitoring and handling return refund requests from Dispute
agents & Seller Shop
● Interviewing, Onboarding & Off boarding
● Ops Lead and supervise team to achieve daily KPI from regional.
● Assist and manage the BPO operations team for Customer Care
● Arrange for weekly meeting with stakeholder/BPO team addressing
KPI achievement and preventive action plan for following week
● Assist in the assigned BPOs in managing conflict and ensuring the
team’s processes and tasks are carried out efficiently.
● Address BPO’s concerns in reference to Quality, Customer
Experience, Coaching, and Operations.
● Create and present performance progress and manage the
BPO operations team for Customer Care
● Assisting Plan ahead for upcoming campaign/sales projection order
and manpower allocations
● Collaborating with logistics as well as the production, marketing,
and sales teams to enhance customer services and brand awareness.
● Identifying customer needs and taking proactive steps to maintain
positive experience
Manage SMS platform(s) and customer databases, ensuring compliance with privacy and data protection regulations (e.g. TCPA, GDPR).
Segment audiences and personalize SMS content based on user behavior and preferences.
A/B test message content, timing, and frequency to improve performance.
Monitor campaign KPIs (CTR, opt-out rate, conversion rate, etc.) and generate reports.
Ensure all mobile messaging adheres to brand guidelines and legal compliance standards.
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We will review the reports from both freelancer and employer to give the best decision. It will take 3-5 business days for reviewing after receiving two reports.