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Ian C. — Mid-Level Customer Support Specialist from Philippines

Ian C.

Mid-Level Customer Support Specialist

Philippines 1-2 years 1000 - 2000 USD per month
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Ian C. is a seasoned professional in customer service and complaint management with extensive experience across various industries, including telecommunications, retail, and finance. At Telstra International Philippines Inc, he excelled as a Complaints Officer, streamlining the complaint handling process and managing complex escalations. His role at Storehub as a Care Specialist involved diagnosing technical issues and supporting customers with POS software and hardware, using tools like Intercom and Zendesk. In the lawn care sector with LawnStarter, he coordinated service schedules and processed billing, showcasing his strong capabilities in compliance management and problem resolution. Ian's career is marked by a deep commitment to building empathetic client relationships and leveraging CRM tools for enhanced customer satisfaction. Additionally, his educational background in Business Management complements his hands-on experience in service excellence.

Experience

  • Care Specialist

    Storehub · 2024 — 2026
    Acted as the initial post-sales contact for merchants through live chat, email, and phone, addressing inquiries and providing solutions regarding StoreHub's POS software and hardware. Assisted customers in troubleshooting technical issues, including software configurations and hardware malfunctions. Gained comprehensive knowledge of StoreHub’s offerings to effectively guide customers. Managed support requests and ensured timely resolution while keeping accurate records in Intercom. Instructed customers on the effective use of the software and devices. Collaborated with teams across sales, product, and engineering to resolve complex issues.

  • Lawn Care Service Coordinator

    LawnStarter · 2024 — 2024
    Coordinated the schedules of lawn care professionals to ensure timely customer service. Handled inquiries via phone, email, and customer service platforms such as Zendesk and Gorgias. Matched customer needs with suitable lawn care services and managed appointment bookings, ensuring an accurate calendar for service teams. Maintained service records and processed payments, managing billing accurately while following up with customers. Provided field teams with updates on work orders and adjustments as needed.

  • Complaints Officer

    Telstra International Philippines Inc · 2020 — 2023
    Served as an escalation point for customer issues while fostering strong relationships with customers and account teams through regular communication. Monitored performance and managed customer expectations according to contracted service levels. Maintained knowledge of policies and processes related to Incident Management and Service Request Management. Implemented an efficient complaint tracking system to enhance response times. Coordinated with legal counsel for sensitive cases and educated customers regarding billing, payment processing, and support policies.

  • Subject Matter Expert

    Teletech · 2015 — 2020
    Supported and resolved clinical, administrative, and technical product issues while diagnosing environmental factors affecting product performance. Acted as an escalation point for level 2 consultants. Provided analytics on strategic metrics as needed and assisted in training and support for assurance teams regarding systems and tools. Pursued business improvement initiatives through system automation and process simplification. Cross-trained team members to enhance agility and performance while standardizing reporting templates across departments.

  • Customer Service Specialist

    IQor Philippines Inc. · 2014 — 2015
    Resolved customer queries related to technical and billing concerns. Focused on ensuring customer satisfaction while encouraging loyalty and revenue growth through various sales initiatives. Emphasized strategic thinking and innovation to achieve results. Clarified issues and identified root causes of problems to address product or service complaints, while providing excellent care and assistance with product selection.

  • Financial Account Specialist

    First Source Ltd · 2013 — 2014
    Actively addressed customer concerns and provided accurate information to enhance satisfaction. Responded to requests with excellent support and tailored recommendations for client needs. Identified the root causes of customer issues and effectively resolved complaints, fostering loyalty through empathy and effective care.

  • Financial Account Specialist

    FIS Global · 2012 — 2013
    Assessed the risk level of consumer checks to determine acceptance at point-of-sale. Addressed customer issues attentively, completing both routine and complex account updates as needed. Reconciled discrepancies in customer accounts while maintaining accurate records in the customer database.

  • Financial Account Specialist

    Sykes Asia Inc · 2010 — 2012
    Handled incoming calls to provide credit card information and support for account-related concerns. Addressed customer queries attentively, updating account information per customer requests. Ensured high customer satisfaction through proactive strategies aimed at resolving concerns efficiently.

  • Inbound Sales Specialist

    Stream Global · 2008 — 2010
    Managed a high volume of phone calls while maintaining service quality and performance standards. Facilitated sales in accordance with company and client specifications. Assisted customers by sharing product knowledge and performing necessary repairs while preparing bills. Offered relevant products and solutions to customer challenges, using persuasive techniques to educate clients on promotional offerings.

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