◾ Overseeing and managing a team of customer support agents, providing guidance, support, and mentorship. Assign tasks, set performance goals, and conduct regular performance evaluations to ensure team members meet or exceed performance expectations.
◾ Act as a significant contributor in providing support to customers while responding to their queries, addressing their problems, and establishing a positive relationship to meet the standards by educating them and ensuring quality management.
◾ Coordinating and conducting training sessions to onboard new team members and provide ongoing training to enhance the skills and knowledge of the customer support team
◾ Handling escalated customer inquiries or complaints that require the attention of a team lead. Act as a point of contact for difficult or complex customer issues, providing guidance and support to resolve problems effectively.
◾ Building and maintaining strong relationships with key customers. Proactively engage with customers to gather feedback and identify opportunities for service enhancements.
◾ Staying updated on industry trends, best practices, and emerging technologies related to customer support

◾ Providing prompt and courteous assistance to customers via email, or chat, addressing their inquiries, concerns, and requests in a timely and professional manner.
◾ Processing customer orders, ensuring accuracy in product selection, pricing, and delivery details. 
◾ Coordinating with relevant departments to ensure seamless order fulfillment.
◾ Staying updated on product enhancements or changes to effectively address customer inquiries.
◾ Managing customer problems by identifying and resolving them to provide quality management.
◾ Identifying opportunities to upsell or cross-sell products or services to existing customers, effectively communicating the value proposition and benefits of additional offerings.
◾ Adhering to company policies, procedures, and guidelines, including compliance with data privacy regulations, customer confidentiality, and ethical business practices.
◾ Escalating complex issues to the appropriate department or supervisor when necessary.

I manage social media accounts and content for daily postings. While working here I;
increased social media following, clicks, and engagement with relevant and popular posts.
Organized the website with the use of categories.
Improved Google ranking of blogs with updated and optimized content.
Provide customer support via Facebook chat

 
Job Duties include:
Website maintenance
Facebook Chat Support
Digital Content Creation
SEO writing
Image and Video Editing

I worked as an appointment setter and dealt with international clients directly through instant messages. Job duties included
Lead generation 
Data Scraping
Training new members,
Posting about various offers and services across multiple social media platforms.

Product activation in a BTL marketing project for zong telecommunications.