Customer Care Specialist at Customer Care Specialist (2024-02 – Present)
Customer Care Representative at MSC Cruises (2023-07 – 2024-01)
- Create new bookings.
- Assist guest with updating itinerary.
- Manage and resolve customer complaints.
- Provide customers with product and service information.
- Enter new customer information into the system.
- Update existing customer information.
- Process orders, forms, and applications.
- Identify and escalate priority issues.
- Follow up customer calls where necessary.
- Document all call information according to standard operating procedures.
Customer Care Representative at Merchants (2023-07 – 2024-01)
- Handle inbound and outbound calls related to billing inquiries, disputes, and payment arrangements.
- Provide clear and professional explanations of charges, account balances, and billing cycles.
- Generate and send invoices based on customer usage and service plans.
- Process payments via multiple channels and update account records accordingly.
- Investigate billing discrepancies and coordinate with internal departments to resolve issues.
- Escalate complex cases to supervisors or specialized teams when necessary.
- Use CRM and billing software to access customer data, log interactions, and track case progress.
- Ensure data confidentiality and compliance with company policies.
- Participate in training sessions to stay updated on billing procedures and system changes.
Customer Care Specialist/Admin at Lycamobile SA (2019-06 – 2023-05)
- Answer calls and responds to emails.
- Handle customer inquiries both over the phone and by email.
- Research required information using available resources.
- Manage and resolve customer complaints.
- Provide customers with product and service information.
- Enter new customer information into the system.
- Update existing customer information.
- Process orders, forms, and applications.
- Identify and escalate priority issues.
- Route calls to the appropriate resource.
- Follow up customer calls where necessary.
- Document all call information according to standard operating procedures.
Sales representative at Lycamobile SA (2017-11 – 2019-06)
- Demonstrate and provide information on promoted products/services.
- Create a positive image and lead consumers to use it.
- Use lectures, films, charts, and/or slide show.
- Distribute product samples, brochures, flyers, etc. to source new sales opportunities.
- Identify interest and understand customer needs and requirements.
- Set up booths or promotional stands and stock products.
- Report on demonstration related information (interest level, questions asked, number of samples/flyers distributed, etc.
